Operations Specialist – Client Experience

Operations Specialist – Client Experience Join to apply for the Operations Specialist – Client Experience role at PurposeMed. About us: PurposeMed was founded in 2019 with the mission of improving access to complex care for underserved communities. We've grown quickly in our first few years, and now our exceptional team serves thousands of patients each month across our multiple verticals. PurposeMed consists of three complex care business units: Freddie, Frida, and Foria, and partners with Affirming Care Pharmacy. Freddie focuses on improving sexual health through education, prevention, and treatment with a focus on the LGBTQ2S+ community – we’re the #1 rated PrEP provider in North America, serving patients in Canada and the USA Frida is changing the lives of patients with easier access to adult ADHD diagnosis and fast, affordable treatment. Foria Clinic provides trans, non‑binary, and gender‑diverse Canadians with gender‑affirming health care. Our partnership with the specialty pharmacy delivers an end‑to‑end health‑care experience, from treatment to prescription delivery to continuous affirming care. We’re proud to be ranked #2 on Deloitte’s 2024 list of Canada’s 50 fastest‑growing tech companies and recognized as one of Canada’s Most Admired Corporate Cultures for two consecutive years. Driven by a strong mission, our team is passionate about making health care accessible to those who need it most – and we make sure to have fun along the way This is a permanent, full‑time, remote opportunity open to candidates across Canada. Who we hope to find PurposeMed is looking for an Operations Specialist – Client Experience who can turn strategic program direction into actionable operations across our Client Experience and Clinical Programs. Reporting to the Director of Client Experience, you will partner closely with functional leaders to design, document, and implement repeatable processes, ensuring high‑priority initiatives move efficiently from concept to execution. In this role, you’ll make an impact by Owning Client Experience Program Enablement & Execution Translating strategic direction and program objectives into clear workflows, trackers, SOPs, dashboards, and communication plans, leveraging data insights to inform priorities and measure impact Coordinating program pilots and ensuring enablement materials are complete, accurate, and accessible to stakeholders Supporting adoption of new programs, SOPs, and workflows through rollout planning and stakeholder enablement Maintaining a single source of truth for operational documentation and implementation assets Driving Operational Excellence & Process Improvement Identifying opportunities to reduce execution bottlenecks and improve workflow efficiency through analysis of operational data and performance metrics Standardizing cross‑functional enablement practices between Clinical and Client Experience Designing and maintaining dashboards, trackers, and reporting to monitor program performance and inform data‑driven decisions Conducting root cause analysis on process issues and recommending solutions to enhance effectiveness and scalability Fostering Collaboration and Driving Change Acting as a bridge between Directors and individual contributors, translating strategic intent into actionable execution Partnering with stakeholders and team members to identify and address barriers to adoption Balancing and prioritizing enablement needs across multiple functions, while providing clear updates and documentation to stakeholders Gathering feedback and refining enablement assets based on real‑world use to ensure continuous improvement We need someone who has 2‑4 years experience in Client Support, including 2+ years building and documenting processes, SOPs, or workflows in a fast‑moving environment Experience creating engaging internal enablement materials (playbooks, guides, FAQs, training docs) The ability to thrive in settings where direction evolves or information is incomplete An in‑depth understanding of computer fundamentals, with the ability to learn and implement new software or technologies quickly, and troubleshoot technological problems independently Strong analytical ability, with experience using data to inform decisions; SQL knowledge is a plus It would also be great if you have Past experience working in a system administrative role with a ticketing system. Bonus points if you are familiar with Zendesk Comfort in using tools like Zapier or Make to create technical solutions with minimal development resources Understanding of healthcare compliance and privacy regulations (e.g., PIPEDA, HIPAA) A post‑secondary degree or diploma in a relevant field such as business administration, project management, or communications Compensation $73,000 ‑ $84,000 CAD a year Earn stock options through our Equity Incentive Plan—connect your efforts to PurposeMed’s growth as we work together to improve the lives of our patients across North America. The compensation listed above refers to a yearly base salary that may vary depending on a candidate’s relevant qualifications, knowledge, competencies, and work experience, and other factors including market conditions. Base pay is just one aspect of our total rewards at PurposeMed—see our other exciting benefits below Why you should join us Be part of a team of great people who don’t take themselves too seriously. While we’re serious about the problems we solve, we believe in having fun along the way. Make an impact, every single day. We’re providing compassionate, affirming care to many people who have never received the proper support before. Be confident in bringing your whole self to work. Inclusivity is core to how we take care of our patients, our teammates, and ourselves. We create spaces that are safe and affirming. What we’re offering (full‑time, permanent roles in Canada) Work/life flexibility and time off Work flexibly within a team that’s remote friendly; we believe that work should fit around your life* 20 vacation days and a team that will remind you to use them Annual winter break closure Care for your physical and mental health Extended medical, dental, and vision care starting on your first day of work 8 wellness days $500 health and wellness spending account $2,000 mental health coverage with additional free online counseling through Inkblot Therapy and FeelingBetterNow mental health assessments $20,000 of lifetime coverage for gender‑affirming care and procedures Investment in your learning and growth $500 learning fund to use toward courses and other professional development Our unique People Potential program, in which you’ll partner with your manager to identify opportunities to grow and achieve your full potential Family care $3,400 lifetime coverage for fertility drugs Parental leave program for birthing and non‑birthing parents—your choice of: Short term: 4 weeks off to use flexibly in your first year of parenting Long term: 13 weeks EI top‑up Eligible team members and their dependents also receive no‑cost access to PurposeMed’s services Freddie: PrEP assessment and follow‑up appointments Frida: ADHD assessment Foria: Gender‑affirming care services PurposeMed is committed to being an equal‑opportunity employer, and we highly encourage those from excluded and marginalized communities to apply. This includes groups such as (but not limited to): Indigenous, Black, and racialized communities, trans and non‑binary, LGBTQ2S+, disabled, and HIV‑positive people. You don’t have to check every single box above. If the job description gets you excited and you think you could contribute your expertise to our team—we hope you’ll apply #J-18808-Ljbffr