Operations Manager – Payvider Operations

TELUS

Operations Manager leading a national contact center operation for TELUS Health. Driving operational excellence and supporting healthcare innovation through technology.

Posted 6/17/2026full-timeToronto • 🇨🇦 CanadaMid-LevelSenior💰 CA$86,000 - CA$136,000 per yearWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Drive frontline operational excellence by ensuring core metrics (SLAs, Average Handle Time, Quality Assurance, and customer loyalty targets) are met or exceeded across a national contact center operation of 120-150 team members
Lead, mentor, and develop a team of 7-10 Team Managers, fostering an adaptive, accountable, and highly engaged culture in a non-unionized customer success environment
Champion the adoption and integration of advanced automation, digital solutions, and Generative AI capabilities to reduce administrative burdens and decrease support cycle times across the contact center
Manage operational readiness and support frameworks for the complex Payvider ecosystem, including Pharmacy management systems (Kroll, Ubik), EMR networks (Med Access, PS Suite, Medesync, CHR), eClaims, and health exchanges
Act as the primary escalation anchor for high-risk or sensitive operational issues, evaluating problems under pressure and executing data-driven decisions that safeguard daily operations for clinics, pharmacists, and medical practitioners across Canada
Partner with Workforce Management, Customer Service Managers, Strategy & Enablement, and People & Culture teams to optimize schedules, resolve client escalations, align capabilities with strategic initiatives, and support team manager development

Requirements

What you’ll need

University degree, technical college diploma, or equivalent combination of education and experience
Minimum 6 years of progressive operational or management experience, with 3+ years as a second-level leader directing other people-managers in a high-volume client care or contact center environment
Strong background in B2B technical support or customer care models, with demonstrated capability to handle complex software application help desks or multi-tiered corporate client service operations
Advanced proficiency in operational analytics and process mapping, with ability to extract performance trends from tracking tools (Salesforce, Tableau, Google Workspace) and convert data into actionable performance plans
Proven track record of guiding large operational teams through strategic or procedural change, such as onboarding new product releases, upgrading legacy technology platforms, or navigating structural transformations
Exceptional verbal and written communication, mediation, and negotiation skills with the ability to confidently present operational strategies and navigate a collaborative corporate matrix structure
Great-to-haves: Hands-on experience or certified exposure to process automation methodologies, AI-driven customer success tools, or digitized operational workflows
Direct operational familiarity with the Canadian healthcare ecosystem, including practical context around medical clinic workflows, pharmacy dispensing systems, or health insurance claims adjudication frameworks
Bilingual proficiency in English and French

Benefits

Comp & perks

Comprehensive total rewards package highlighting competitive salary and bonus structures
Minimum 3 weeks of vacation
Flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational analyticsprocess mappingperformance trends extractionB2B technical supportcustomer care modelscomplex software application supportprocess automation methodologiesAI-driven customer success toolsdigitized operational workflowsdata-driven decision making

Soft Skills

leadershipmentoringcommunicationmediationnegotiationproblem-solvingcollaborationadaptabilityaccountabilityengagement