Process Manager
Company: Maple
Location: Hybrid, 225 Richmond Street West, Toronto, ON
Job Type: Full-time
Pay Range: $93,000 - $104,000
Start Date: July 2026
About Maple
Maple is Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners, and specialists. Our mission is to meet the world's healthcare needs by providing same-day, proactive, and ongoing care. We empower over 8 million patients and 7,000 businesses and government partners to take control of their health.
About the Role
Join Maple's Operational Excellence team within the Clinical and Customer Support Operations (CCSO) department as a Process Manager. This role is crucial for driving scalable performance improvements across our platform for patients and providers, and the broader organization. You will design, implement, and optimize processes to ensure our Customer Support, Care Delivery Operations, and Provider Network Operations run smoothly, reducing friction and enhancing the quality of care delivery.
Your Responsibilities
- Own the design and implementation of processes and workflows that improve clinical and customer support operations.
- Monitor KPIs, identify performance gaps, and translate insights into actionable improvements.
- Collaborate with Customer Support, Care Delivery Operations, Provider Network Operations, and cross-functional teams (data, product, engineering) to ensure seamless service delivery.
- Lead opportunity assessments, build business cases, and prioritize process improvement initiatives.
- Drive end-to-end process improvement, from identifying inefficiencies to implementing lasting solutions.
- Develop training materials and conduct change management activities to support process adoption.
- Explore and apply AI tools to enhance operational efficiency, insights, and scalability.
- Stay informed about industry trends, technology, and regulatory changes to inform operational strategies.
What Success Looks Like
In your first 90 days: Develop a deep understanding of existing CCSO processes, gather feedback, conduct process reviews, and produce a prioritized optimization plan with clear metrics.
Over the following 12-18 months: Deliver measurable, organization-wide process improvements, standardize workflows, improve key operational metrics (response times, resolution rates, customer satisfaction), and ensure high adoption of new initiatives.
What You Bring
- Bachelor's degree and 3-5 years of professional experience in process management, consulting, or operations (health tech experience is a plus).
- Proven track record of executing initiatives from start to finish, focusing on timeliness, quality, and continuous improvement.
- Proficiency in process improvement methodologies like Lean Six Sigma (certifications are a plus).
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Effective leadership and project management skills to guide cross-functional teams.
- Exceptional written and verbal communication skills.
- Comfort and curiosity in applying AI tools to operations.
- Detail-oriented mindset with a focus on continuous improvement.
How We'll Support You
- Maple for you and your family: 24/7 access to general practitioners, pediatrics, and mental health therapy. Care starts on day one.
- Comprehensive health coverage: Medical, dental, and life insurance.
- Health spending account: Funds for essentials like glasses or specialized therapy.
- Flex benefits: Annual budget for professional development, wellness, or retirement savings.
- Health days: 10 dedicated days for rest, appointments, or caregiving.
- Destination days: Work from eligible international countries for up to five days per year.
- Group retirement savings plan: Invest in your future.
Benefits
Additional Information
- Job Type: Existing vacancy, full-time
- Hiring Manager: Senior Manager, Operational Excellence
- Offer of employment is subject to: Criminal record check (EPIC) and identity verification. Additional checks may be conducted.
- AI Usage: Maple does not use AI or automated tools for candidate screening; all applications are reviewed by the Talent Acquisition team or hiring managers.