{"id":2956633,"url":"https://alion.io/job/felix-manager-clinical-operations","title":"Manager, Clinical Operations","company":{"id":8062,"name":"Felix","domain":"getfelix.com","url":"https://alion.io/company/felix","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":87,"open_postings":13,"ghost_share":0,"stale_share":0.538,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Biotech","role_family":"Biotech","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":75000,"max":85000,"currency":"CAD","period":"year","gross":null,"usd_annual":60529},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Telegram","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-10-20T18:34:49Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-31T02:00:51Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"About Felix\nFounded in 2019, Felix is a digital healthcare company that puts the patient in control of their own health and wellbeing. We’re passionate about building technology and beautiful customer experiences to make healthcare more accessible (and more enjoyable) for all Canadians.\nFelix is Canada's first end-to-end healthcare experience, providing online treatment, prescription delivery and ongoing care. We deliver care across a growing range of daily health categories such as weight loss, birth control, menopause, erectile dysfunction, acne, longevity and more.\nWebsite: https://www.felixforyou.ca/\nThe Role\nWe're looking for an experienced people manager to lead our fast-growing Medical Office\nAssistant (MOA) team. The team is the first point of contact for our healthcare providers on\nplatform and workflow questions, and supports patients and healthcare providers 7 days a week across lab results and follow-ups, referrals, insurance forms and records, prescription and pharmacy queries. We also help our healthcare providers with vacation coverage, patient reassignments and payouts.\nYou’ll directly manage members of the MOA team and coach and develop our Team Leads and Senior MOAs. Day to day, you’ll help run the team, from schedules and coverage to quality, service levels and performance, using data to guide your decisions. Additionally, you will prepare the team for new launches, optimize operational workflows, and support strategic initiatives to improve the patient and provider experience. This role reports to the Senior Manager, Clinical Operations, and works closely with our Manager, MOA Operations. How responsibilities are split across the leadership team will shift as the team grows. This is a key role on our clinical operations team. You'll work cross-functionally with Medical Leadership, healthcare providers, customer support, pharmacy, compliance, data and product teams, maintain quality of care and patient confidentiality, and promote our patient-centric mission of empowering Canadians to take control of their health and well-being.\nYou will\nPeople leadership\nManage your direct reports and coach Team Leads and Senior MOAs, including 1:1s, goals, performance reviews, professional development, pay and HR matters\n\nSet clear standards, handle performance issues early and fairly, and build a supportive, accountable team culture focused on patients\n\nHelp scale the team as we grow, from hiring plans, recruiting and onboarding to team structure and new roles\n\nDay-to-day operations\nManage schedules and coverage across 7am to 1am ET, 7 days a week, including OT, time off and holidays\n\nMonitor queues and backlogs across all MOA workflows and adjust staffing and priorities in real time\n\nOwn SLAs and target metrics, and run QA and ticket reviews that lead to coaching and process fixes\n\nManage escalations from patients, healthcare providers and partner teams\n\nShare evening and weekend leadership coverage\n\nPlanning, launches and improvement\nUse workload and volume data to forecast staffing, flag capacity risks early, support headcount planning, and lead quarterly OKR planning for the team\n\nGet the team ready for new launches and workflows, including training and macros\n\nWork with product and engineering on platform and tool changes\n\nAnalyze metrics to understand trends and measure the impact of changes and launches\n\nKeep SOPs and the knowledge base current, and make sure patient privacy and documentation standards are followed in every workflow\n\nPerform other related duties as assigned by the leadership team\n\nYou have\n5+ years of experience in healthcare operations, a medical office, or patient or customer support, including 3+ years managing frontline teams\n\nExperience managing teams that cover extended hours or 7-day schedules, including scheduling and workforce planning\n\nExperience managing and developing team leads or supervisors, including performance management\n\nData-driven: comfortable analyzing data in Google Sheets or Excel and building simple dashboards to make and explain decisions\n\nStrong understanding of patient privacy (PHIPA / PIPEDA) and handling of personal health information\n\nExperience working cross-functionally with clinical, product and data teams\n\nEffective communicator who stays calm and organized under pressure\n\nAbility to work both collaboratively and independently, as we are a virtual-first company\n\nAssets\nMOA, medical office or clinical background, including lab, insurance form or pharmacy workflows\n\nExperience at a startup or scale-up, ideally in telehealth or healthcare\n\nExperience managing remote or virtual teams\n\nExperience supporting product launches or new workflow rollouts\n\nBenefits\nFull medical, dental, and vision benefits\n\nMaternity and paternity policy\n\n3 weeks vacation\n\nStock option grant\n\nOpen vacancy: This posting is for an existing vacancy at the company.\nOur commitment to an inclusive team culture means embracing diversity and offering equitable access to opportunities and resources for people who might otherwise be excluded. During our recruitment process, we provide accommodations at any stage. Candidates can tell the hiring manager about their accommodation needs directly or email .\nRecruitment Fraud Alert\nPlease note: We have been made aware of fraudulent recruiting activities where individuals pose as Felix representatives.\nCommunication: We will only ever contact you from an official @felixforyou.ca email address.\n\nInterviews: All interviews are conducted via Google Meet; we never interview via text-only platforms (like Telegram or WhatsApp).\n\nPayments: We will never ask for credit card information, bank details, or payments for \"equipment\" or \"onboarding\" during the application process.","description_format":"text","description_chars":5770,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Telemedicine & Virtual Care","Pharmacies"],"lifecycle":[{"event":"open","at":"2026-10-20T21:39:35Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":9,"expected_fill_days":31,"reasons":["conf:1","stale_co","win:early"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":60529,"is_top_pay":false},"html_url":"https://alion.io/job/felix-manager-clinical-operations","json_url":"https://alion.io/job/felix-manager-clinical-operations.json","meta":{"generated_at":"2026-10-31T05:29:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7918,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8062},"rest":"https://alion.io/mcp/rest/get_company?id=8062"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffelix-manager-clinical-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffelix-manager-clinical-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffelix-manager-clinical-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/felix-manager-clinical-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffelix-manager-clinical-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2956633}},{"tool":"search_jobs","arguments":{"company":"getfelix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2956633},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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