Job Description

ABOUT MAPLE

Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, and other types of health providers.

We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canada’s fastest-growing virtual care companies.

We have established an entrepreneurial culture centered around our purpose to support people’s health and well-being and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: LinkedIn's Top 10 Startups, Deloitte Canada’s Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America’s Inspiring Workplaces, and Glory Professional’s The Power 50: Canada’s Most Impactful Companies.

THE POSITION

We’re hiring a Manager, Provider Network Operations to join our Clinical and Customer Support Operations (CCSO) team.

In this role, you will be responsible for managing and optimizing the day-to-day operations of Maple’s national network of healthcare providers. You’ll lead a team responsible for ensuring providers are effectively supported, operational workflows run smoothly, and performance targets are consistently met.

You will work cross-functionally with Product, Engineering, Sales, and Marketing to align provider network operations with Maple’s broader business strategy. This role is well-suited for a strong operator who is comfortable managing complexity, leading teams, and improving systems in a fast-paced, regulated environment.

YOUR IMPACT

• Lead and develop the Provider Network Operations team, providing clear direction, coaching, and accountability.
• Oversee day-to-day provider network operations, ensuring alignment with regulatory requirements, internal policies, and service standards.
• Manage provider supply and engagement to maintain a healthy, responsive, and well-balanced network.
• Drive operational efficiency across workflows, focusing on productivity, quality, and margin.
• Partner cross-functionally with Product, Engineering, Sales, and Marketing to support provider strategy and operational initiatives.
• Monitor and deliver on key operational KPIs including consultation wait times, pick-up rates, satisfaction and network performance metrics
• Oversee recruitment and onboarding of providers, ensuring strong integration into Maple’s network

Critical to success in this role will be your ability to understand our industry, business, and customers, coupled with your passion for results, leadership and operational capabilities. You’re an excellent operator, possessing strong communication, problem-solving, and relationship-building skills. You have a growth-oriented mindset with a laser-sharp focus on the patient and provider experience on our platform. You will be expected to impact and influence at all levels of the organization, including during external-facing engagements as a subject matter expert on the delivery of virtual care services through our provider network.
WHAT SUCCESS LOOKS LIKE

Within the first 90 days, you’ll develop a foundational understanding of the way we operate our provider network today, inclusive of any regulatory and compliance requirements across Canada and standard operating procedures.

You will also partner with key stakeholders to understand our provider strategy including what drives the long-term vision for success, goals, and KPIs. You will support ongoing projects and initiatives as they relate to our provider network, in alignment with this strategy.

In the next 12 to 18 months, your focus will be on maintaining and strengthening our provider network operations, ensuring consistent execution and operational excellence across quality, productivity, efficiency, and margin. You will lead a well-established function by ensuring our network is appropriately supplied and providers are effectively supported day-to-day, while contributing to the development and execution of a long-term provider engagement approach. You will also serve as the subject matter expert on the provider network for key cross-functional initiatives.

CANDIDATE PROFILE

• 5+ years of experience in operations, supply or network operations, or two-sided marketplace environments (e.g., gig economy, healthcare provider networks, or service marketplaces).
• 3+ years of experience leading and developing high-performing teams.
• Strong understanding of customer/end-user experience and the ability to balance operational performance with service quality.
• Systems thinker with the ability to simplify complex processes and improve how work gets done.
• Strong communication skills, with the ability to translate operational, technical, or clinical concepts into clear business language.
• Experience working cross-functionally with multiple stakeholders to drive outcomes.
• Comfortable working in a fast-paced, evolving environment with competing priorities.
• Experience in healthcare, digital health, or regulated environments is considered an asset.

Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know.

KEY COMPETENCIES

• Customer Focus
• Manage Complexity
• Operational Excellence
• Execution-Oriented
• People Leadership

OUR CORE VALUES

• We are a team: We’re team Maple. We’re better together. We support each other, face challenges collectively, and are united in a belief that we can make a positive difference in healthcare, as one.
• We can do big things: We’re bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals.
• We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes.
• We get better every day: We never settle. We’re always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible—in ourselves, our processes, our products and our services.
• We’re all the way in: We’re fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day.

WORKING AT MAPLE

We want you to love working at Maple—feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. At Maple, your success is our success.

We care about your health and well-being. Here’s how we’ve got you covered:

• Competitive benefits package: Health, dental, counselling, and life insurance coverage to care for you and your loved ones.
• Health spending account: Extra funds for wellness essentials like eyeglasses, therapy, and more.
• Maple access: Virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations.
• Flex benefits budget: An annual flex budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you.
• Paid health days: 10 extra days for when life happens—rest, appointments, or caregiving included.
• Destination5: Work internationally in eligible countries for up to 5 days per year.
• Retirement savings plan: Invest in your future with our group retirement savings plan.

The pay range for this role is $110,000 - $120,000.

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.

OTHER

Job type: Full-time
Hiring manager: VP, Clinical & Customer Support Operations / Senior Manager, Operational Excellence
Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
Start date: May 2026
Vacation: 4 weeks

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.