About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:

• Impact
• Community
• Growth
• Excellence

Feel like you can make a difference? Good news, we saved you a seat! 

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact accessibility@dialogue.co.

AI Disclosure Statement

To ensure an efficient and fair review process, we utilize artificial intelligence tools to assist in the initial screening and assessment of applicants for this role.

Your role as Manager, Operational Transformation

Reporting to the Manager Transformation lead, the Manager, Operational Transformation’s mission is to develop business cases, design solutions, oversee user acceptance testing, collaborate with team managers on the implementation of operational changes, and ensure effective communication.

The ServiceOS team: Today, Dialogue’s care delivery model relies heavily on manual coordination, with people orchestrating much of the care journey. This is the result of decisions made during our growth phase, when speed and MVPs (Minimum Viable Products) were prioritized. The ServiceOS team has been created to build Dialogue’s operating system and move from manual coordination and member wait times to technology-enabled processes that support a direct-to-care model.

Project objectives:

• Improve the member experience by connecting members directly to care and enhancing our ability to personalize support
• Improve the practitioner experience by aligning workload with expertise, including time spent with members and clinical tasks
• Reduce costs by lowering operational expenses such as administration and occupancy
• Enable faster scalability to support new services or experiment with new care delivery models

What you’ll be doing:

• Contribute to defining the future operational vision of Dialogue’s services (e.g., Direct-to-Care EAP)
• Contribute to the development of ServiceOS business cases in collaboration with the Financial Analyst and Data Analyst to identify and prioritize opportunities; while the Data Analyst provides the required data, Transformation Managers must be very comfortable manipulating and analyzing data
• Conduct preliminary analyses and prepare implementation plans to ensure proposed processes can be deployed as intended
• Identify operational barriers and propose recommendations to overcome them
• Work closely with the Product and Clinical teams to design solutions
• Coordinate feedback loops with the Product, Technology, and Clinical teams to ensure alignment
• Coordinate operational activities across the design, testing, implementation, and adoption phases
• Collaborate with operational team managers to plan and implement changes
• Oversee user acceptance testing to ensure the quality and reliability of new solutions
• Contribute to the documentation and formalization of new ServiceOS processes and practices

We'd love to hear from you if you have

• 2–3 years of experience in an operations, operational excellence, or operational transformation role
• Bachelor’s degree in Business Administration or another relevant field
• Solid experience in operations management and/or product development
• Strong knowledge of operational and financial modeling
• Ability to bring clear strategic thinking and excellent operational-level problem-solving skills
• Excellent written and verbal communication skills, with strong stakeholder management abilities

Please note that as we serve customers across Canada, bilingualism is an asset for this position. You may be required to communicate in French and English.

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits:

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses & RRSP matching
• Learning via Coursera, external training budget & mentorship
• Optional parental leave top-up

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact accessibility@dialogue.co.