Sr Manager of Operations (Maternity leave coverage contract, 8 months)

Coral Health Inc.; Montreal; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An innovative health-tech startup is on the lookout for a proactive Senior Manager of Operations. This role is pivotal in ensuring smooth operations and enhancing customer experiences, especially during a maternity leave coverage. You will be responsible for a variety of tasks, from customer onboarding to optimizing operational processes. The ideal candidate thrives in a dynamic environment and is passionate about improving service delivery. Join a forward-thinking company that values innovation and continuous improvement in women’s healthcare, and make a significant impact in a supportive and collaborative atmosphere.

Qualifications

• Proven experience in customer support and operations management.
• Strong project management skills with a focus on efficiency.

Responsibilities

• Oversee customer onboarding and support operations.
• Streamline internal processes to enhance productivity.

Skills

Bilingual Communication

Customer Support

Project Management

Operational Efficiency

Technical Problem Solving

Education

Bachelor's Degree

Relevant Certifications

Tools

CRM Software

Project Management Tools

Job description

Location:

Greater Montreal or Greater Toronto Area (Primarily work from home with occasional in person)

About Us:

Coral is a Montreal-based, venture-backed health-tech startup on a mission to transform women's healthcare through innovation and personalized care. Coral supports women from peri- to post-menopause and beyond, offering a holistic, science-backed approach through 1:1 virtual care and a comprehensive digital platform.

Coral is founded by a group of executives with extensive background founding and growing technology companies. Anna Chif, executive chairperson, founded Dialogue, a leading telemedicine company in Canada, which went public and was later acquired by Sun Life Financial. Fiona Lake Waslander, CEO, is a successful serial entrepreneur, with her latest venture, Skylight, being acquired by Opendoor. John McCalla, Chief Technology Officer, was VP Engineering at Dialogue and previously founded a technology company.

Coral has raised $4.1M in seed capital from Brightspark Ventures, Diagram Ventures, and The51 - all top Canadian VCs.

Position Overview:

We are seeking a versatile and proactive bilingual individual to join us as Senior Manager of Operations to cover a maternity leave. This person will play a crucial role in ensuring the smooth and efficient operation of Coral and involve a wide range of responsibilities, from customer support to strategic initiatives, making it ideal for a hands-on, detail-oriented individual who thrives in a dynamic environment.

Key Responsibilities:

The goal of this role is to be as efficient as possible with our resources, while ensuring that our customers have a delightful service experience. You will be a key contributor to building the foundation of Coral’s operation and team and will play a major role in establishing a strong company culture known for excellent and efficient customer service.

Responsibilities will span from the design, implementation and administration of solutions (both technical and manual) to support the operation, to the development of standard operations procedures, to being the person occasionally executing manual processes to support our customers before technology and a larger team is in place.

• Customer onboarding:
• Initial support of the onboarding of customers
• Build out standard operating procedures for both the initial manual solution as well as the solutions that evolve with the technology build
• Create online product demos & recorded videos to explain product

• Customer support:
• Execute on initial customer support needs before an extensive system or team is in place
• Improve and optimize the existing technology solution and related processes including developing centralized resources for the team and an internal helpdesk, and managing KPIs around response time.
• Determine resource requirements and build our support team as required
• Manage existing Operations Associate

• Tech/Product team collaboration on internal tools:
• Define needs for internal tool build outs needed support execution of customer experience
• Ensure compatibility of external operational systems with product and tech build out

• Operational efficiency:
• Streamline and optimize internal operational processes to enhance efficiency and productivity
• Coordinate workflows between different teams
• Remove roadblocks for those working directly with patients
• Implement and maintain operational procedures and best practices
• Own the rollout to internal users of any new systems or internally built tech

• Ad hoc project management:
• Coordinate and manage projects across various departments, related to the scale-up of the company
• Track project progress and provide regular updates to stakeholders

• Performance monitoring:
• Establish and track key performance indicators (KPIs) to measure the effectiveness of operational processes and systems
• Analyze data to identify areas for improvement and implement corrective actions

• Continuous improvement:
• Promote a culture of continuous improvement by regularly reviewing and enhancing operational processes.
• Stay informed about industry trends and best practices to drive innovation within the organization.