Manager Operations

Medylex is looking for an experienced operations leader to join the team This will be in the Toronto, CN office Monday - Friday standard business hours.

The Manager, Operations & Partnerships, oversees the day-to-day operational duties by coordinating, planning, and directing front-end operations to ensure the timely completion of quality work in the most effective and efficient way possible. This position demonstrates outstanding direction and leadership, works as a liaison between all departments to ensure the smooth delivery of products and services, and works closely with upper management in the development and implementation of organizational strategies, policies, and procedures. The role also incorporates responsibilities for client relations (escalations) and assessor relations to ensure strong partnerships, exceptional service delivery, and sustainable growth.

Operations Management & Administrative Oversight

• Manage the company's front-end daily operational needs (i.e., Admin, Intake, Med Docs, QA, Report Submissions, etc.) and lead the department in coordinating scheduling, production, distribution, and timely completion of work.
• Provide backup for critical administrative functions to reduce single-point dependency.
• Mentor and coach admin team members to ensure consistency and cross-training.
• Review queues in Admin/Intake/Med Docs/Reports to ensure KPIs are met daily.
• Ensure operational processes and procedures are developed, implemented, and monitored effectively.
• Identify gaps in administrative processes and implement efficiency improvements.
• Review statistical results to measure productivity and ensure operations align with SLA expectations.
• Develop training programs for internal and external resources.
• Conduct internal audits and assist with client audits as required.
• Review monthly/quarterly client reporting.

Client Relations & Escalation Management

• Act as a primary point of contact for client issues, escalations, and service concerns requiring management involvement.
• Develop and maintain strong client relationships to ensure seamless service delivery and satisfaction.
• Proactively monitor client accounts and reporting to identify areas for improvement in client experience.
• Partner with leadership to address escalations and implement solutions that strengthen client confidence.
• Work collaboratively with internal departments to ensure client expectations and SLA commitments are consistently met.

Assessor Relations & Engagement

• Serve as the primary liaison for assessor engagement, support, and retention.
• Ensure assessors are well-prepared for evaluations by clarifying processes, timelines, and expectations.
• Resolve assessor issues promptly, fostering trust and reliability.
• Develop strategies to improve assessor satisfaction, communication, and long-term retention.

• Collaborate with assessors to align their needs with company processes, ensuring quality standards are upheld.

• Exceptional communication and leadership skills, both written and verbal.

• Strong problem-solving, organizational, and decision-making skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn new systems.
• Ability to manage priorities independently under pressure.
• Demonstrated confidentiality, judgment, and professionalism.
• Strong relationship-building abilities with both clients and assessors.
• Experience in a clinic/medical setting is an asset.
• Medical background an asset
• Knowledge of SABS, IMEs, specialty types an asset.

ABOUT US

Medylex was born from a vision to create a reliable resource for unbiased medical opinions. With just two assessors—a General Practitioner and a Chiropractor—our journey began. Since then, we have grown into a dedicated team of over 30 physicians, offering a wide range of services across multiple locations in Ontario and extending our reach to Alberta, British Columbia, and New Brunswick. Our commitment to excellence and continuous improvement drives us to enhance our services, ensuring that we meet the evolving needs of our clients.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Equal Opportunity Employer - Minorities/Females/Disabled/Veterans