Care Operations Manager

Join Tonal Care as a Care Operations Manager, where you will oversee daily operations, manage performance with our outsourced partner, and lead a team of Customer Experience Specialists. This hands-on role requires strong operational management skills, the ability to analyze data, and a passion for customer service. You will be responsible for setting service levels, monitoring performance metrics, and ensuring a seamless experience for our members.

If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!

Responsibilities

• Assurer la livraison quotidienne des opérations, en définissant les niveaux de service, les modèles de couverture et les normes de flux de travail.
• Gérer la performance de l'opérateur externalisé, en tenant compte des indicateurs clés de performance, des normes de qualité et des engagements en matière de personnel.
• Diriger et développer l'équipe, en assurant la calibration des performances, le coaching, le développement de carrière et la planification de la couverture.

Requirements

• You are technically savvy and proficient in CRM and support tooling, with an understanding of how backend systems shape the frontline experience
• You have managed operational KPIs and used data to find and fix performance problems. You don’t just report numbers — you understand the why behind them and change process, staffing, or enablement to move the trend
• You are operationally minded and move comfortably between the operating plan and the queue. You set the standard, then hold the operation to it
• You are an empathetic coach who knows how to motivate a team and can turn complex data into feedback a specialist can act on
• You have strong vendor and stakeholder management skills, and can influence partners who don’t report to you
• You prioritize influence over authority, earning the trust of your team and stakeholders to drive results through collaboration rather than mandate
• You have handled complex escalations and high-impact customer situations, and you are comfortable navigating gray areas and making quick, sound decisions when they arise
• You are comfortable operating in a fast-moving environment with changing priorities and evolving processes
• You have 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations, including 2+ years leading teams, vendors, or outsourced operations