Process Manager – Operations

Role Overview

• Own the design and implementation of processes and workflows that make clinical and customer support operations run better—for our team and for the patients we serve
• Dig into the data. You'll monitor KPIs, spot what's not working and turn those insights into action that actually moves the needle
• Partner closely with Customer Support, Care Delivery Operations and Provider Network Operations, as well as cross-functional teams like data, product and engineering, to break down silos and make service delivery seamless
• Lead opportunity assessments to identify where we can do better, then build the business case that gets leadership on board and the work prioritized
• Drive end-to-end process improvement initiatives—from identifying inefficiencies to delivering solutions that stick
• Develop training materials and programs so team members have the skills and knowledge to execute processes effectively —and conduct change management activities that support adoption by key stakeholders
• Explore and apply AI tools to improve how we work—whether that's surfacing insights faster, streamlining repetitive workflows or identifying new opportunities
• Keep a pulse on industry trends, technology and regulatory changes, and bring what's relevant back into how we operate

Requirements

• A bachelor's degree and three to five years of professional experience, ideally in process management, consulting, or operations; health tech experience is a plus
• A proven track record of executing initiatives from start to finish, with a strong focus on timeliness, quality, and continuous improvement—including experience in training, process development, and process optimization
• Proficiency in process improvement methodologies like Lean Six Sigma; relevant certifications are a plus
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions
• Effective leadership and project management skills, with the ability to guide cross-functional teams and drive initiatives to completion
• Exceptional communication skills—written and verbal—with the ability to make complex ideas clear and easy to act on
• Comfort working with AI tools—and a curiosity about how they can be applied to make operations faster, smarter and more scalable
• A detail-oriented mindset with a genuine focus on continuous improvement and excellence in service delivery

**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.

Benefits

• Maple for you and your family: 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family. Care starts on day one
• Comprehensive health coverage: Medical, dental and life insurance because your peace of mind—and your loved ones—matter most
• Health spending account: Extra funds to cover the essentials that make a difference, from new glasses to specialised therapy
• Flex benefits: An annual budget built for your growth and well-being. Use it for professional development, wellness expenses or a one-time boost to your retirement savings. You choose what matters most
• Health days: Life happens. We provide 10 dedicated days for rest, medical appointments or caregiving, so you can show up at your best
• Destination days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to five days per year
• Group retirement savings plan: We're here for the long haul. Invest in your future with our group retirement plan