Process Manager | Operations

Maple’s purpose is to meet the world's healthcare needs. We’re Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we’re proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what’s possible every day.

A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you’ll do work that changes lives—including your own.

We're looking for a Process Manager to join our Operational Excellence team within the Clinical and Customer Support Operations (CCSO) department. This team drives scalable performance improvements across operations, on the Maple platform for patients and providers, and across the broader organization through process transformation, data and insights initiatives, and automation opportunities.

In this role, you'll design, implement and optimize processes that keep our three operational pods—Customer Support, Care Delivery Operations and Provider Network Operations—running smoothly. That means reducing friction, closing gaps and making it easier for our teams to deliver a consistent, high-quality experience.

In your first 90 days, you'll develop a working understanding of existing CCSO processes, workflows, systems and tools—gathering feedback from frontline staff and management to build a ground-level view of what's working and what's not. You'll conduct a structured review of current-state processes, validate your findings with key stakeholders across the three pods and use those insights to produce a prioritized plan with clear areas for optimization, timelines and success metrics. You'll also establish regular touchpoints with relevant CCSO functions and cross-functional partners to share insights, align on priorities and keep problem-solving moving.

Over the following 12 to 18 months, you'll deliver measurable, organization-wide process improvements across CCSO. That looks like standardized workflows that can absorb growth without degrading service quality, meaningful movement on key operational metrics—response times, resolution rates, match rates and customer satisfaction—and high adoption of new initiatives across the department, with evidence of sustained behaviour change.

Play to your strengths. Finding the right fit goes both ways—so this section is yours to complete. When you join, you'll add the unique strengths you bring that aren't captured above.

Job type: Existing vacancy, full-time

Hiring manager: Senior Manager, Operational Excellence

Location: Hybrid, 225 Richmond Street West, Toronto, ON

Start date: July 2026

Vacation: 3 weeks

Pay range: $93,000 - $104,000

Offers can vary depending on skills, experience and readiness to meet Maple's expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you're welcome to ask at any point in the interview process.

We're committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the role's requirements.

Use of artificial intelligence

We don't currently use artificial intelligence (AI) or automated tools to screen, assess or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.