Lead and develop the Provider Network Operations team, providing clear direction, coaching, and accountability.
Oversee day-to-day provider network operations, ensuring alignment with regulatory requirements, internal policies, and service standards.
Manage provider supply and engagement to maintain a healthy, responsive, and well-balanced network.
Drive operational efficiency across workflows, focusing on productivity, quality, and margin.
Partner cross-functionally with Product, Engineering, Sales, and Marketing to support provider strategy and operational initiatives.
Monitor and deliver on key operational KPIs including consultation wait times, pick-up rates, satisfaction and network performance metrics.
Oversee recruitment and onboarding of providers, ensuring strong integration into Maple’s network.

5+ years of experience in operations, supply or network operations, or two-sided marketplace environments (e.g., gig economy, healthcare provider networks, or service marketplaces).
3+ years of experience leading and developing high-performing teams.
Strong understanding of customer/end-user experience and the ability to balance operational performance with service quality.
Systems thinker with the ability to simplify complex processes and improve how work gets done.
Strong communication skills, with the ability to translate operational, technical, or clinical concepts into clear business language.
Experience working cross-functionally with multiple stakeholders to drive outcomes.
Comfortable working in a fast-paced, evolving environment with competing priorities.
Experience in healthcare, digital health, or regulated environments is considered an asset.

Competitive benefits package: Health, dental, counselling, and life insurance coverage to care for you and your loved ones.
Health spending account: Extra funds for wellness essentials like eyeglasses, therapy, and more.
Maple access: Virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations.
Flex benefits budget: An annual flex budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you.
Paid health days: 10 extra days for when life happens—rest, appointments, or caregiving included.
Destination5: Work internationally in eligible countries for up to 5 days per year.
Retirement savings plan: Invest in your future with our group retirement savings plan.

Operations Manager

Key skills