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Senior Operations Manager - TELUS Health


Toronto, ON, CA Edmonton, AB, CA Vancouver, British Columbia, CA Montreal, Quebec, CA Calgary, AB, CA

Req ID:  3765
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

Join our team

TELUS Health Virtual Care is the leading Canadian virtual care platform; we are reimagining how healthcare can look differently – benefiting both patients and providers. TELUS Health Virtual Care connects more than 1 million Canadians across the country to our team of kind and knowledgeable primary care providers; through our user-friendly app, our team of Registered Nurses, Nurse Practitioners, and Physicians can help patients get new and refill prescriptions, obtain specialist and lab referrals, and have their health questions answered - 24/7, across the country, in French and English. 

At the core of our mission is a passion to improve the health experience for patients and providers, leading to better health outcomes for everyone. We wake up every day with a single, simple question: “how can we help more people?” This question has united us more than ever during the COVID-19 pandemic, as we all rallied around this worthy cause. 

TELUS Health Virtual Care aims to put virtual care in the hands of every Canadian. We help employees stay healthy and keep them performing at their best. During the current crisis, we are saving patients from entering high-risk environments and keeping them safe at home whenever possible. 


Like the clinical service we deliver, our team culture values kindness, compassion, collaboration, and critical thinking.


Here’s the impact you’ll make and what we’ll accomplish together
As a Senior Operations Manager, you will be working closely with our Clinical Services team as well as our operational Line of Business leads to drive scalable and efficient operations of our Virtual Care business.


Reporting to the Director of Operations, you’ll be exposed to all product offerings from Primary Care, Mental Health Services and Disability Management. Using data to drive insights, bringing fresh improvement ideas all to ensure we’re all moving in the same direction. Working with multiple stakeholders, you’ll be presented with a fast paced environment requiring constant organization while maintaining close attention to detail. 


Here's how

  • Managing large scale cross-functional projects involving senior stakeholders to bring operational efficiencies to our clinical operations
  • Represent the operations team (specifically the needs of our clinical providers) on projects run by other departments
  • Determining operation strategies by conducting needs assessments, performance reviews,  strategic planning, cost/benefit analysis, productivity, quality & customer service standards, and  ensuring alignment with overall objectives  
  • Maintaining and improving operations by monitoring system and service performance,  identifying and resolving problems, completing action plans, completing service analyses,  managing systems and process improvement, as well as quality assurance programs  ∙ Responsible for the management and optimization of clinical budget and cost to serve 
  • Responsible for our clinical schedule, including capacity management modelling and adapting  our service in real‐time to accommodate for SLA trends (i.e. adapting capacity in the schedule to  forecasted needs)   
  • Creating and preparing system and service performance reports by collecting, analyzing and  summarizing data and trends (e.g. response times, patient satisfaction ratings, abandon rates,  cost to serve per member per month)  
  • Introduce new policies, procedures, and training documentation commensurate with the size  and scope of our growing business  
  • Be the glue that keeps us all together!


You're the missing piece of the puzzle

  • 4-6 years of experience in operations or management consulting
  • Strong analytical skills
  • Large scale project management experience
  • Confident working with cross functional teams 
  • A hands-on learner that can navigate ambiguity, complex issues and concepts
  • Strong problem-solving, decision-making, and multi-tasking skills  
  • Grit and tenacity while maintaining a positive outlook
  • Prior experience managing a team a strong asset
  • Bachelor or Masters of Business Administration or equivalent  

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. We’re committed to diversity and equitable access to employment opportunities based on ability —your unique contributions and talents will be valued and respected here. 

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.  

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.






We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

Physicians using TELUS Health electronic medical records

Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.