Job Description
Build better healthcare together
Maple’s purpose is to meet the world’s healthcare needs. We’re Canada’s leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we’re proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what’s possible every day.
Bold minds. Big impact.
A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you’ll do work that changes lives—including your own.
The role
We’re looking for a Process Manager to join our Operational Excellence team within the Clinical and Customer Support Operations (CCSO) department. This team drives scalable performance improvements across operations, on the Maple platform for patients and providers, and across the broader organization through process transformation, data and insights initiatives, and automation opportunities.
In this role, you’ll design, implement and optimize processes that keep our three operational pods—Customer Support, Care Delivery Operations and Provider Network Operations—running smoothly. That means reducing friction, closing gaps and making it easier for our teams to deliver a consistent, high-quality experience.
Your responsibilities
As a Process Manager, you will:
- Own the design and implementation of processes and workflows that make clinical and customer support operations run better—for our team and for the patients we serve
- Dig into the data. You’ll monitor KPIs, spot what’s not working and turn those insights into action that actually moves the needle
- Partner closely with Customer Support, Care Delivery Operations and Provider Network Operations, as well as cross-functional teams like data, product and engineering, to break down silos and make service delivery seamless
- Lead opportunity assessments to identify where we can do better, then build the business case that gets leadership on board and the work prioritized
- Drive end-to-end process improvement initiatives—from identifying inefficiencies to delivering solutions that stick
- Develop training materials and programs so team members have the skills and knowledge to execute processes effectively —and conduct change management activities that support adoption by key stakeholders
- Explore and apply AI tools to improve how we work—whether that’s surfacing insights faster, streamlining repetitive workflows or identifying new opportunities
- Keep a pulse on industry trends, technology and regulatory changes, and bring what’s relevant back into how we operate
What success looks like
In your first 90 days, you’ll develop a working understanding of existing CCSO processes, workflows, systems and tools—gathering feedback from frontline staff and management to build a ground-level view of what’s working and what’s not. You’ll conduct a structured review of current-state processes, validate your findings with key stakeholders across the three pods and use those insights to produce a prioritized plan with clear areas for optimization, timelines and success metrics. You’ll also establish regular touchpoints with relevant CCSO functions and cross-functional partners to share insights, align on priorities and keep problem-solving moving.
Over the following 12 to 18 months, you’ll deliver measurable, organization-wide process improvements across CCSO. That looks like standardized workflows that can absorb growth without degrading service quality, meaningful movement on key operational metrics—response times, resolution rates, match rates and customer satisfaction—and high adoption of new initiatives across the department, with evidence of sustained behaviour change.
What you bring
- A bachelor’s degree and three to five years of professional experience, ideally in process management, consulting, or operations; health tech experience is a plus
- A proven track record of executing initiatives from start to finish, with a strong focus on timeliness, quality, and continuous improvement—including experience in training, process development, and process optimization
- Proficiency in process improvement methodologies like Lean Six Sigma; relevant certifications are a plus
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions
- Effective leadership and project management skills, with the ability to guide cross-functional teams and drive initiatives to completion
- Exceptional communication skills—written and verbal—with the ability to make complex ideas clear and easy to act on
- Comfort working with AI tools—and a curiosity about how they can be applied to make operations faster, smarter and more scalable
- A detail-oriented mindset with a genuine focus on continuous improvement and excellence in service delivery
Play to your strengths. Finding the right fit goes both ways—so this section is yours to complete. When you join, you’ll add the unique strengths you bring that aren’t captured above.
How we’ll support you
We recognise our people’s health is everything. That’s why we take care of them.
- Maple for you and your family: 24⁄7 access to general practitioners, pediatrics and mental health therapy for you and your family. Care starts on day one
- Comprehensive health coverage: Medical, dental and life insurance because your peace of mind—and your loved ones—matter most
- Health spending account: Extra funds to cover the essentials that make a difference, from new glasses to specialised therapy
- Flex benefits: An annual budget built for your growth and well-being. Use it for professional development, wellness expenses or a one-time boost to your retirement savings. You choose what matters most
- Health days: Life happens. We provide 10 dedicated days for rest, medical appointments or caregiving, so you can show up at your best
- Destination days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to five days per year
- Group retirement savings plan: We’re here for the long haul. Invest in your future with our group retirement plan
The details
- Job type: Existing vacancy, full-time
- Hiring manager: Senior Manager, Operational Excellence
- Location: Hybrid, 225 Richmond Street West, Toronto, ON
- Start date: July 2026
- Vacation: 3 weeks
- Pay range: $93,000 - $104,000
Offers can vary depending on skills, experience and readiness to meet Maple’s expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you’re welcome to ask at any point in the interview process.
We’re committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the role’s requirements.
Use of artificial intelligence
We don’t currently use artificial intelligence (AI) or automated tools to screen, assess or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.
