Maple
Process Manager
Toronto, Ontario · Full-time
Sponsorship not specifiedDetected 47 days ago
RESTProject ManagementProcess ImprovementRecruitingCustomer SupportEpicLeadershipCommunicationProblem SolvingLean Manufacturing
About the role
- You'll monitor KPIs, spot what's not working and turn those insights into action that actually moves the needle
- 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
Responsibilities
- 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.
- 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
- 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
- Over the following 12 to 18 months, you'll deliver measurable, organization-wide process improvements across CCSO.
Requirements
- 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
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions
- 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
- health tech experience is a plus
- Effective leadership and project management skills, with the ability to guide cross-functional teams and drive initiatives to completion
- 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.
- How we'll support you
- We recognise our people'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
Nice to have
- A bachelor's degree and three to five years of professional experience, ideally in process management, consulting, or operations
- Proficiency in process improvement methodologies like Lean Six Sigma
- relevant certifications are a plus
Compensation
- 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.
- Use of artificial intelligence
- An annual budget built for your growth and well-being.
- Enjoy the flexibility to work internationally in eligible countries for up to five days per year
Benefits
- Use it for professional development, wellness expenses or a one-time boost to your retirement savings.
- Health days: Life happens.
- We provide 10 dedicated days for rest, medical appointments or caregiving, so you can show up at your best
- Group retirement savings plan: We're here for the long haul.
- Invest in your future with our group retirement plan
- Vacation: 3 weeks
- Build better healthcare together
Company info
- We're looking for a Process Manager to join our Operational Excellence team within the Clinical and Customer Support Operations (CCSO) department.
This listing is sourced directly from Maple's careers page and normalized into a canonical job model.