General Manager

Role Overview

• Lead the delivery of personalized, high-touch client service across all programs and touchpoints at the Markham location.
• Ensure the client journey, from arrival, check-in, clinical flow and departure, is seamless, high-quality, and consistent with Medcan's brand standards while incorporating appropriate local nuance.
• Leverage client experience data (NPS, CSAT) to identify opportunities, act on feedback, and continuously raise the bar.
• Personally support client escalations as needed and provide an elevated client experience.
• Lead a cross-functional team of 20+ to ensure alignment, accountability, and consistent execution against Medcan’s standards.
• Focus on performance management, process development, and training to support strong operational performance and service delivery.
• Establish team operating rhythms including daily huddles and regular meetings to ensure coordination across functions.
• Foster a culture aligned to Medcan’s values with a strong emphasis on hospitality, collaboration, and results.
• Own the full site-level P&L, including revenue growth, cost management, and profitability.
• Develop and execute site-level business plans, in partnership with centralized sales, marketing, and product teams, to grow client acquisition, cross-sell, and increase retention.
• Optimize clinic flows and resource utilization to deliver efficient, high-quality operations.
• Present performance updates and strategic recommendations to executive leadership.
• Serve as Medcan’s representative in the Markham community.
• Build and maintain relationships with local business groups, community organizations, cultural associations, and referral networks to raise awareness and generate leads.
• Represent Medcan at local events and identify opportunities for partnerships that align with Medcan's brand and mission.
• Ensure all physical spaces meet Medcan's brand and hospitality standards. Manage facility maintenance, vendor relationships, and day-to-day operational needs.

Requirements

• 7-15 years experience in a senior leadership role within a multi-disciplinary clinical, healthcare, wellness, or high-end hospitality environment.
• Demonstrated experience managing site-level financial performance, including full P&L accountability in a healthcare or hospitality setting.
• Entrepreneurial leader with a willingness to roll up sleeves and get into the details.
• Proven ability to work cross-functionally and lead through influence within a matrixed organization.
• Strong client service orientation with experience leading teams in high-touch, service-focused environments.
• Strong data-driven mindset, with the ability to use operational, financial, and client experience insights to inform decisions.
• Demonstrated success in community engagement, local business development, and/or brand ambassadorship.
• Executive presence, with the ability to manage client escalations and represent site performance to senior leadership.
• Fluency in Mandarin and/or Cantonese is an asset.
• Bachelor’s degree required; MBA or other relevant graduate degree is an asset.

Benefits

• Health insurance
• Paid time off
• Flexible work arrangements
• Professional development opportunities