Operations and Care Manager (Customer Success)

CareQuilt; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

A senior care marketplace in Ottawa is seeking an Operations & Case Manager to lead the operational foundation and support families in the caregiver matching process. The ideal candidate will manage onboarding, monitor client relationships, and improve operational efficiency while ensuring high service standards. This full-time position offers a competitive salary and professional development opportunities.

Benefits

Competitive base salary

Stock options

Comprehensive health benefits

Executive coaching

Qualifications

• Experience in managing client interactions and operational support.
• Strong problem-solving skills in high-stress environments.
• Ability to gather insights for product and process improvements.

Responsibilities

• Manage onboarding processes for families and caregivers.
• Monitor client relationships and resolve issues.
• Document operational procedures and quality standards.

Skills

Professional presence

Understanding the bigger picture

Collaboration

People skills

Follow-through

Process-oriented

Data comfort

Clear communicator

Multi-tasking

Quick tech learner

Job description

Operations & Case Manager

CareQuilt | Full-time | In Person

Role Overview

Lead the operational foundation of our AI-powered senior care marketplace. As a key member of our early team, you’ll work with founders to architect the client experience from first contact through ongoing relationships, directly influencing product development and market strategy. This role combines strategic thinking with hands-on execution, positioning you as the voice of our customers within the organization.

Core Responsibilities

Growth & Marketplace Impact

• Manage the journey: Take families from first inquiry through onboarding, matching with the right caregiver, and ongoing support.
• Drive marketplace adoption: Every successful match you set up helps grow recurring revenue and strengthens the network.
• Share what you see: Feed market and user insights back to the team so we can adapt fast.
• Build repeat engagement: Keep families and caregivers connected to CareQuilt for ongoing needs.

Family & Caregiver Support

• Run onboarding start to finish: Make sure families and caregivers have what they need to get started quickly and correctly.
• Guide decision-making: Help families compare care options and choose the right fit.
• Monitor the relationship: Track progress, follow up regularly, and step in early when something’s not working.
• Handle tough situations: Resolve scheduling conflicts, service issues, or breakdowns in communication.
• Collect feedback: Document what families and caregivers say about their experience and pass it on to product and leadership.

️ Operational Excellence

• Follow and improve processes: Stick to established workflows while flagging ways to make them more efficient.
• Check for quality: Make sure all matches meet CareQuilt’s service standards.
• Work across teams: Coordinate with product, engineering, and business to address client-impacting issues.
• Respond fast in emergencies: Take ownership when urgent problems come up and make sure they’re resolved.
• Identify bottlenecks: Spot points where the process slows down and suggest fixes.

Product & Marketplace Insights

• Represent the user: Share what’s working and what’s not based on daily conversations.
• Spot platform issues: Flag confusing steps or friction points in the user experience.
• Test changes: Try out new features or processes before launch and provide practical feedback.
• Track trends: Report on patterns in care needs or service requests.
• Advise with context: Use your operational experience to guide product and process updates.

Documentation & Knowledge Sharing

• Process Documentation: Document operational procedures and best practices for team consistency and future scaling
• Quality Standards: Help maintain service quality benchmarks and contribute to continuous improvement efforts
• Knowledge Building: Develop expertise around client needs, market dynamics, and operational best practices
• Team Contribution: Support company culture focused on client success and operational excellence
• Growth Readiness: Build skills and knowledge that prepare you for expanded responsibilities as the company scales

Requirements

Core Skills

• Professional presence: Can represent CareQuilt respectfully with families, caregivers, and partners in everyday interactions.
• Understanding the bigger picture: Sees how daily tasks connect to CareQuilt’s overall mission and service quality.
• Collaboration: Works well with different teams to get things done and share important information.
• People skills: Listens well, handles sensitive situations with care, and communicates clearly in emotional or high-stress moments.
• Follow-through: Takes responsibility for assigned tasks and sees them through to completion.

Technical Skills

• Process-oriented: Follows established workflows while looking for ways to make them smoother.
• Data comfort: Uses basic metrics and feedback to help guide decisions and improvements.
• Clear communicator: Explains things simply, whether to families, caregivers, or teammates.
• Multi-tasking: Handles several priorities at the same time without losing track.
• Quick tech learner: Picks up new tools and systems quickly and uses them effectively.

Personal Qualities

• Mission-driven: Cares about improving the experience of finding and managing senior care.
• Hands-on: Comfortable jumping in wherever needed to keep processes moving.
• Calm under pressure: Can handle urgent issues without losing focus.
• Willing to grow: Open to learning new skills and taking on more responsibility over time.
• Team player: Works openly with others, shares information, and supports the team’s success.

Career Trajectory

Immediate Impact (0–6 months)

• Platform Expertise: Learn CareQuilt’s platform, workflows, and support processes inside and out.
• Onboarding Execution: Run family and caregiver onboarding from start to finish, ensuring all details are handled accurately.
• Support Delivery: Manage day-to-day matching and relationship support, escalating issues when needed.
• Process Familiarity: Follow existing processes while noting areas where improvements could be made.

Medium-Term Growth (6–18 months)

• Process Improvement: Suggest and help implement updates that make onboarding, matching, and support smoother.
• Specialization: Take ownership of specific operational areas — such as caregiver matching or family follow-up — and become the go-to person for that function.
• Cross-Team Contribution: Provide regular feedback to product and other teams based on real user interactions.
• Skill Development: Gain deeper knowledge of marketplace operations and senior care needs.

Long-Term Opportunities (18+ months)

• Advanced Operations: Take on more complex cases and higher-volume responsibilities as CareQuilt grows.
• Mentorship: Support new hires by sharing best practices and training on key processes.
• Project Ownership: Lead small operational projects from planning through execution.
• Path to Leadership: If desired and as the team expands, step into a formal leadership or team lead role.

Compensation & Growth

Financial Package

• Competitive Base: Market-leading salary reflecting the strategic nature of this role and high growth opportunity
• Equity Upside: Meaningful stock options with significant appreciation potential as company scales
• Performance Incentives: Bonus structure tied to revenue impact and operational excellence metrics
• Benefits: Comprehensive health, dental, vision, and professional development budget

Professional Development

• Executive Coaching: Access to leadership development and strategic thinking training programs
• Network Building: Introductions to senior care industry leaders and healthcare technology executives