Maple
Healthcare
ServiceDesignandDeliveryManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Service Design and Delivery Manager at Maple. Skills: Service design, Service delivery, Operational problem solving, Cross-functional execution. Translate service models and product features into scalable. Support implementation and rollout of new services and”
What You'll Achieve.
Drive measurable improvements in service adoption, satisfaction and operational efficiency; Scale new and existing services across B2C and B2B channels; Inform the product roadmap; Evolve practitioner engagement strategy; Contribute to long-term direction of Service Excellence function
Industry & Context.
Operational problem solving
Criminal record check, Identity verification, Employment verification, Education verification
What They're Looking For.
Must Have
Three or more years of experience in healthtech, consulting, operations or service design and implementation roles, Track record of executing cross-functional initiatives from concept to rollout, Systems thinking, Analytical and business acumen, Experience translating business, clinical or technical requirements into operational processes, Proven ability to manage multiple priorities and deliver results in a fast-paced environment, Excellent verbal and written communication skills, Ability to deliver compelling presentations that influence and align stakeholders, Comfort working with AI tools
Nice to Have
Experience working with product teams, Supporting product rollouts, Familiarity with virtual care, Familiarity with digital health, Familiarity with regulated environments
What You'll Do.
Translate service models and product features into scalable
Support implementation and rollout of new services and
Drive alignment across cross-functional teams
Build the strategy to scale CCSO service delivery
Partner with Provider Network Operations
Run regular workflow audits
Conduct iterative launch cycles
satisfaction and performance metrics for services
Turn insights into continuous improvement initiatives
patient and partner feedback into service
Facilitate cross-functional planning
Facilitate ideation workshops
Synthesize operational insights to guide prioritization decisions
Build out the interoperability roadmap
Scan the health tech landscape
Recommend product enhancements that improve data exchange and
How You'll Work.
Team & Collaboration
Cross-functional teams; Provider Network Operations; Customer Support; Care Delivery Operations
Communication Scope
Compelling presentations; Verbal communication; Written communication
Process & Methodology
Roadmap execution
Full Job Description
## Description Build better healthcare together Maple’s purpose is to meet the world's healthcare needs. We’re Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we’re proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what’s possible every day. Bold minds. Big impact. A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you’ll do work that changes lives — including your own. ## The role We're looking for a Service Design and Delivery Manager to join our Clinical and Customer Support Operations (CCSO) department. This is an individual contributor role within the CCSO Centre of Excellence, focused on designing, implementing and scaling high-quality virtual care services across Maple's platform. You'll operate at the intersection of clinical operations and product—translating service strategy into scalable workflows and driving the successful rollout of new features and programs. You'll be a key driver of execution across CCSO initiatives, making sure service delivery is operationally sound, ready for our network of practitioners and aligned with where the organization is going. This role is ideal for a systems thinker and builder—someone who enjoys solving complex operational problems and bridging strategy and execution in a fast-paced healthtech environment. ## Your responsibilities As the Service Design and Delivery Manager, you will: Translate service models and product features into scalable workflows, SOPs and practitioner-facing processes Support implementation and rollout of new services and features—including AI-enabled tools—making sure operations are ready and adoption goes smoothly Drive alignment acros
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