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Customer Service Operations Manager Jobs in Toronto, ON

The Brick

Operations Manager

Toronto, ON · On-site

Reporting to the Store Manager, the Operations Manager will have the following responsibilities ... Handle escalated customer service issues and offer solutions * Increase location profitability and ...

Daikinapplied

Operations Manager

Woodbridge, ON

CA$90K - CA$154K/yr

Daikin Applied is seeking a District Operations Manager for our Toronto Service Office. You will ... Establish project timelines and meet with customers to communicate and coordinate project schedule

Fedcap

Operations Manager

Hamilton, ON · On-site

CA$82K - CA$100K/yr

Position Summary The Operations Manager provides strategic and operational leadership for Fedcap ... Foster a culture of collaboration, accountability, continuous improvement, and customer service ...

The Fedcap Group

Operations Manager

Hamilton, ON

CA$82K - CA$100K/yr

Position Summary The Operations Manager provides strategic and operational leadership for Fedcap ... Foster a culture of collaboration, accountability, continuous improvement, and customer service ...

Easterseals

Operations Manager

Hamilton, ON · On-site

CA$82K - CA$100K/yr

Position Summary The Operations Manager provides strategic and operational leadership for Fedcap ... Foster a culture of collaboration, accountability, continuous improvement, and customer service ...

The Fedcap Group

Operations Manager

Hamilton, ON

CA$82K - CA$100K/yr

Position Summary The Operations Manager provides strategic and operational leadership for Fedcap ... Foster a culture of collaboration, accountability, continuous improvement, and customer service ...

The Fedcap Group

Operations Manager

Hamilton, ON

CA$82K - CA$100K/yr

Position Summary The Operations Manager provides strategic and operational leadership for Fedcap ... Foster a culture of collaboration, accountability, continuous improvement, and customer service ...

Rentokil Initial

Operations Manager

Toronto, ON · On-site

Manage daily operations of pest control technicians with the goal of providing superior customer service to our clients Offer direction to staff in all aspects of operations, service and client care ...

The Fedcap Group

Operations Manager

Hamilton, ON · On-site

CA$82K - CA$100K/yr

Position Summary The Operations Manager provides strategic and operational leadership for Fedcap ... Foster a culture of collaboration, accountability, continuous improvement, and customer service ...

AMMEGA

Operations Manager

Mississauga, ON

CA$120K/yr

Operations Manager - Canada (English/French) - Mississauga Summary The Operations Manager plans ... Collaborate with Planning, Customer Service and Purchasing to ensure materials are ordered and ...

Rentokil Initial

Operations Manager

Toronto, ON · On-site

Manage daily operations of pest control technicians with the goal of providing superior customer service to our clients Offer direction to staff in all aspects of operations, service and client care ...

Rentokil Initial

Operations Manager

Toronto, ON · On-site

Manage daily operations of pest control technicians with the goal of providing superior customer service to our clients * Offer direction to staff in all aspects of operations, service and client ...

Teleperformance

Operations Manager

Toronto, ON · On-site

CA$52K/yr

About the Job The Operations Manager is accountable for end-to-end performance of the assigned ... Delivers Customer Service Excellence * Supports Innovation & Continuous Improvement * Builds ...

Chanel

Operations Manager

Toronto, ON · On-site

The Operations Manager will be the expert on Standard Operating Procedures, systems/tools and ... of customer service including welcoming clients, presenting new collections, escorting clients to ...

Teleperformance

Operations Manager

Toronto, ON · On-site

CA$52K/yr

About the Job The Operations Manager is accountable for end-to-end performance of the assigned ... Delivers Customer Service Excellence * Supports Innovation & Continuous Improvement * Builds ...

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Customer Service Operations Manager information

What are some common challenges faced by a customer service operations manager, and how can they be addressed?

Customer Service Operations Managers often face challenges such as balancing high-quality service with efficiency, managing a diverse team, and adapting to rapidly changing customer expectations. To address these, managers typically implement robust training programs, leverage data analytics to identify areas for improvement, and foster open communication within their teams. Regularly seeking feedback from both customers and frontline agents also helps in making informed decisions and maintaining a positive work environment.

What are the key skills and qualifications needed to thrive as a customer service operations manager, and why are they important?

To thrive as a Customer Service Operations Manager, you need expertise in customer relationship management, team leadership, and process optimization, often supported by a bachelor's degree in business or a related field. Familiarity with CRM platforms like Salesforce, workforce management systems, and analytics tools is typically required. Outstanding communication, problem-solving, and conflict resolution abilities help set top performers apart in this role. These skills are crucial for delivering excellent service, optimizing team performance, and ensuring customer satisfaction in a dynamic environment.

What is the difference between Customer Service Operations Manager vs Customer Service Supervisor?

AspectCustomer Service Operations ManagerCustomer Service Supervisor
CredentialsTypically requires a bachelor’s degree in business, management, or related field; relevant certifications are a plusUsually requires a high school diploma or associate degree; experience in customer service is essential
Work EnvironmentOversees multiple teams or departments, strategic planning, and process improvementManages daily team operations, handles escalations, and ensures customer satisfaction
Employer & Industry UsageCommon in large organizations across retail, telecom, and service industriesFound in various industries, often in call centers or customer support teams

The Customer Service Operations Manager focuses on strategic oversight, process optimization, and managing multiple teams, while the Customer Service Supervisor handles daily team supervision and direct customer interactions. Both roles are vital for delivering excellent customer service but differ in scope and responsibilities.

What is a customer service operations manager?

A customer service operations manager oversees the daily functions of customer service teams, ensuring efficient handling of customer inquiries, complaints, and support processes. They often analyze performance metrics, implement policies, and coordinate with other departments to improve customer satisfaction and operational efficiency. Strong leadership, communication skills, and familiarity with customer service tools are essential for this role.

What are the most commonly searched types of Customer Service Operations jobs in Toronto, ON?

The most popular types of Customer Service Operations jobs in Toronto, ON are:

What cities near Toronto, ON are hiring for Customer Service Operations Manager jobs?

Cities near Toronto, ON with the most Customer Service Operations Manager job openings:

Customer Service Operations Manager jobs near you
Infographic showing various Customer Service Operations Manager job openings in Toronto, ON as of August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 16% Part Time, and 3% Contract. Highlights an 87% Physical, 4% Hybrid, and 9% Remote job distribution.

Service Operations Manager (Virtual Care)

Maple

Toronto, ON

Full-time

Medical, Dental, Life, Retirement

Posted 25 days ago

Job description

Build better healthcare together 
 
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. 
 
Bold minds. Big impact.
 
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. 
The role
We're looking for a Service Operations Manager to join our Clinical and Customer Support Operations (CCSO) department. This is an individual contributor role within the CCSO Centre of Excellence, focused on designing, implementing and scaling high-quality virtual care services across Maple's platform.

You'll operate at the intersection of clinical operations and product-translating service strategy into scalable workflows and driving the successful rollout of new features and programs. You'll be a key driver of execution across CCSO initiatives, ensuring service delivery is operationally sound, ready for our network of practitioners, and aligned with where the organization is going.

This role is ideal for a systems thinker and builder-someone who enjoys solving complex operational problems and bridging strategy and execution in a fast-paced healthtech environment.
Your responsibilities

As the Service Operations Manager, you will:

  • Translate service models and product features into scalable workflows, SOPs and practitioner-facing processes

  • Support implementation and rollout of new services and features-including AI-enabled tools-making sure operations are ready and adoption goes smoothly

  • Drive alignment across cross-functional teams to keep patient and practitioner experiences consistent and high-quality

  • Help build the strategy to scale CCSO service delivery across primary care and care programs, partnering with Provider Network Operations (PNOps), Customer Support (CS) and Care Delivery Operations (CDO) on execution

  • Run regular workflow audits and iterative launch cycles to spot opportunities to improve efficiency, quality and experience

  • Monitor adoption, satisfaction and performance metrics for services and features-and turn insights into continuous improvement initiatives

  • Bring practitioner, patient and partner feedback into service design and iteration-you'll be the voice of both the practitioner and the customer in the room

  • Facilitate cross-functional planning, ideation workshops and the synthesis of operational insights to guide prioritization decisions

  • Help build out the interoperability roadmap by scanning the health tech landscape and recommending product enhancements that improve data exchange and care continuity

What success looks like
In your first 90 days, you'll build a strong understanding of Maple's current service models, workflows and product ecosystem. You'll establish relationships with key cross-functional partners, start contributing to active service design and rollout initiatives, and begin executing key components of the CCSO product roadmap-leading end-to-end rollout of new workflows and features and standing up the metrics and feedback loops needed to evaluate service performance.

Over the next 12 to 18 months, you'll drive measurable improvements in service adoption, satisfaction and operational efficiency, and play a key role in scaling new and existing services across our B2C and B2B channels. You'll inform the product roadmap for the rest of 2026 with a focus on quality of care, partner closely with Provider Network Operations to evolve our practitioner engagement strategy and contribute to the long-term direction of the Service Excellence function.
What you bring

  • Three or more years of experience in healthtech, consulting, operations or service design and implementation roles

  • A track record of executing cross-functional initiatives from concept to rollout

  • Strong systems thinking, with the ability to design and improve complex workflows

  • Strong analytical and business acumen-you can turn data insights into operational and service improvements that actually move the needle

  • Experience translating business, clinical or technical requirements into operational processes

  • A proven ability to manage multiple priorities and deliver results in a fast-paced environment

  • Excellent verbal and written communication skills, with the ability to deliver compelling presentations that influence and align stakeholders

  • Comfort working with AI tools-and a curiosity about how they can be applied to make service delivery faster, smarter and more scalable

  • Experience working with product teams or supporting product rollouts-nice to have

  • Familiarity with virtual care, digital health or regulated environments-nice to have

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.

How we'll support you

We recognise ourpeople's health is everything.That's why we take care of them. 

  • 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 5 days per year.

  • Group Retirement Savings Plan: We're here for the long haul. Invest in your future with our group retirement plan.

The details

  • Job type: Full-time

  • Hiring manager: Senior Manager, Virtual Care Services 

  • Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2

  • Start date: August 2026

  • Vacation: 3 weeks

  • Pay range: $93,500 - $104,500

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.

At Maple, 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 requirements of the role.

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.

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