Director, Operations

Toronto, ON, Canada
Full Time
Clinician and Customer Support Operations
Experienced

ABOUT MAPLE

Founded in 2015, Maple is a fast-growing health-tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, and other types of healthcare providers. 

We offer virtual care services across multiple verticals, including Direct-to-Consumer ("D2C"), Employers and Private Insurers ("B2B"), Government Funded Entities and through clinical software licensing. With nearly 4 million Canadians having access to Maple and a growing network of 2,000+ healthcare providers, we are one of Canada’s fastest-growing virtual care companies. 

Headquartered in Toronto, Canada, Maple has established an entrepreneurial culture centered around its mission to "deliver a connected healthcare experience". We continue to build our team with employees who are passionate about improving access to healthcare. We attribute our success to our employees who have helped the company achieve numerous noteworthy awards including: Globe and Mail's #6 Top Growing Companies in Canada in 2021, #2 in Deloitte Canada’s Technology Fast 50 2021, LinkedIn's Top 10 Startups in Canada 2020, and Bay Street Bull’s The Power 50: Canada’s Most Impactful Companies 2022.

THE POSITION
In support of a high-growth mandate, we’re hiring for the position of Director, Operations to lead the department responsible for clinician and customer support operations (CCSO). This is a newly created role that will have end-to-end responsibility for the overall success of our day-to-day clinician and customer support operations as the company scales. 


In this position, you will be responsible for overseeing and growing three key functions at Maple to ensure long-term and sustainable growth, including: clinician operations (i.e. managing our doctor and health practitioner network), customer support operations (i.e. providing technical and admin support to our patient user base), and c) lab and referral operations (i.e. overseeing the ongoing management of patient lab work and referrals alongside a team of clinical professionals). 


You will lead a team of people managers, and be responsible for growing the broader department that is currently composed of 35+ employees plus additional contractors and vendor relationships. You will be supporting the company to scale, optimize, and capitalize opportunities within its strategies to maintain healthy growth for the business. Reporting directly to the Chief Operating Officer, Roxana Zaman, the Director, Operations is a key leadership position within the company. 


Critical to success in this role will be your strategic and operational capabilities, coupled with a passion for results and people. We want you to possess a positive attitude and growth mindset, actively identifying opportunities for improvement and introducing cost-efficient winning strategies to scale the business. Resilient and collaborative by nature, you possess the ability to manage complexity and navigate a fast-paced environment to deliver meaningful results. A strategic thinker and a people-focused leader, you will also leverage your leadership capabilities to evaluate the ongoing needs of our teams, while simultaneously developing, coaching, mentoring and growing the existing team, successfully ensuring the department is equipped and empowered to drive the business forward.

Note: a healthcare or clinical background is not required for this position, however, it may be considered an asset depending on the level of experience

 12 – 18 MONTH DELIVERABLES

  • To realize the company’s growth mandate, within the first 90 days and in partnership with the Chief Operating Officer and other senior stakeholders, you will have developed a clear, thorough and holistic operational scaling strategy that aligns with the overarching business imperatives. The strategy will outline key actionable items that will differentiate Maple in the marketplace, drive growth and profits while evolving, elevating and strengthening the company’s brand with tomorrow’s customers in mind. 
  • Within 90 days, you will have conducted an operational audit, developed the most suitable organizational design, and created strategic initiatives around developing and nurturing talent. With clearly articulated goals and metrics in place, the CCSO department is delivering and/or exceeding all targets, effectively producing superior business results while operating with a sense of urgency. The result will be an inspired, engaged and high-performing team. 
  • You will have implemented the appropriate methodology, tools and metrics to build, scale and grow the CCSO department, including institutionalizing processes to measure success, establishing aspirational yet attainable operational targets to track improvements, strategically allocating resources to maximize ROI, and delivering a results-driven organization that is able to scale with the company. 

CANDIDATE PROFILE

  • The ideal candidate possesses a Bachelor’s degree, preferably in Business or Operations Management, paired with a minimum of 3 to 5 years of operations leadership experience gained in complex and high-growth North American SaaS and/or technology-driven organizations with digitally based operations. The candidate has knowledge and experience with key operational processes, best practices, and implementing improvements to meet changing business needs and growth trajectory. 
  • The candidate possesses solid financial acumen including P&L responsibility, costs, and margin, and has a strong understanding of managing KPIs focused on operational excellence.
  • A strategic thinker and strong operator, the Director, Operations is able to quickly understand and evaluate the industry, spot trends and opportunities, see the big picture (including understanding the overall marketplace and what is happening in the industry in Canada and around the world), and offer new ways to deliver value and breakthrough thinking when it comes to our day-to-day support operations. 
  • A resilient, open-minded and optimistic leader, the ideal candidate is able to overcome challenges and pivot quickly while inspiring others to operate at a high clock speed. A proven operator with a track record of successfully scaling operational functions, the ideal candidate actively cultivates a culture that brings excellence to all aspects of operations. 
  • The candidate will have a proven track record of developing, mentoring and retaining teams and is an inspirational, people-centric leader who creates clear lines of accountability. Furthermore, the candidate is able to foster a culture of curiosity and open communication, successfully elevating the department to the next level. The candidate’s leadership experience ideally includes managing other people managers. 
  • The candidate embraces new ways of addressing challenges, surfaces and addresses issues others have come to accept and actively learns from mistakes. In addition, the Director is able to leverage existing strengths while anticipating the future and is not afraid to challenge current approaches and procedures in the best interests of the business. Overall, the ideal candidate strives to make the provider’s and customer’s experience better. 
  • Although Maple offers work environment flexibility, this position requires regular in-person presence at our office in downtown Toronto. 

Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know. 

KEY COMPETENCIES

  • Passion for results
  • Strategic thinker 
  • Manage complexity
  • Operational excellence
  • Unwavering focus
  • Talent management
  • Resilient
  • Emotional intelligence

CULTURE AND ORGANIZATIONAL FIT

The Maple team is: 

  • Passionate: We believe deeply in our company’s purpose and what we’re trying to accomplish as a team. We want all colleagues to feel passionate about improving access to high-quality healthcare through the power of technology, and to make a positive impact with the work we do, where we work, and in the community. 
  • Supportive: We’re a diverse community that recognizes and embraces the individual differences of our people. We have fun coming to work and bringing the best out of each other. We value and encourage different and diverse perspectives from all parts of the organization. 
  • United: We leave our egos at the door and act with humility. We work collaboratively to overcome obstacles that arise, and we’re united in our purpose and bringing our ambitious goals to life. 
  • Creative: We challenge the status quo of what we think is possible with how we approach our work and projects, celebrating bold thinking. We’re focused on our priorities yet remain agile in how we deliver on our goals. 

WORKING AT MAPLE

We want you to love working at Maple. We want you to feel challenged and supported, cared for, and driven. Just as we’re driven to grow, to improve, to iterate our products and services, we want you to take the same mindset as you work towards achieving your personal best. We can all learn, we can all develop, and we can all power the future of healthcare. But we can only do it together. At Maple, we are a team first and foremost. Your success is our success.

In order to support your health and well-being, we offer a comprehensive set of benefits and perks, including:

  • Health and dental benefits, insurance: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counseling, health service navigation, life insurance, critical illness and disability insurance, and more. 
  • Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).
  • Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness. 
  • Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations.  
  • Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days for you to use when you’re suddenly feeling sick and unable to work, whether it’s a physical or mental health condition, to attend healthcare appointments and procedures, or if you need to support a loved one with their healthcare needs. 
  • Pregnancy and Parental Leave: We support parents who are welcoming a child into their life in a variety of ways, including a Supplemental Unemployment Benefit based on eligibility. 
  • Professional Development Budget: We encourage all team members to seek opportunities for growth and learning to support professional development. That’s why your Branch Out Budget (“BOB”) is designed to reimburse you for expenses related to any meaningful professional development opportunities. 

OTHER

Job type: Fulltime
Hiring manager: Chief Operating Officer
Location: 355 Adelaide St W Suite 100, Toronto, ON M5V 1S2
Start date: March/April 2023
Vacation: 4 weeks 

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.
 

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