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

remote
Montreal / Toronto, QC/ON, Canada .
full-time . May 4, 2025

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. Fluency in French/English required.

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.

Some specific responsibilities may include:

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 evolves 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 KPI’s 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.

Know someone who would be a perfect fit? Let them know!