Founded in 2019, Phoenix is building the most trusted telehealth platform in Canada, making specialist healthcare accessible to every Canadian, wherever they are. Our platform breaks down barriers to care, empowering patients to take control of their health with personalized treatment options and the guidance of licensed providers.
If you thrive where big ideas turn into real impact, you'll fit right in here. We're a team of creative problem-solvers who move deliberately and collaborate in person, because we think the best work happens that way. At Phoenix, you'll find autonomy over your work, people who care about each other's success, and a mission that's making healthcare better for Canadians.
We're searching for a sharp, resourceful Operations Associate to help Phoenix scale our clinical operations across two licensed pharmacies, a growing medical provider network, and multiple product launches in 2026. You'll support senior operators on high-impact projects, turning operational challenges into clear processes, scalable systems, and patient-centered solutions.
This role is perfect for someone early in their career who loves problem-solving, thrives in ambiguity, and wants to learn how a fast-growing telehealth company delivers exceptional patient care at scale.
Clinical Operations & Medical Provider Management:
Own end-to-end medical provider workflows including onboarding, performance monitoring, and communication coordination
Manage medical provider SLA tracking proactively, identifying gaps before they impact patient experience
Support clinical program expansion by coordinating medical provider readiness, training materials, and operational handoffs
Act as the operational liaison between Clinical Operations, Customer Experience, and Pharmacy teams
Program Launch & Cross-Functional Coordination:
Support clinical readiness for new product launches and strategic initiatives
Coordinate with third-party vendors, shipping carriers, and laboratory partners
Own workstream execution for operational initiatives, partnering with senior leaders on scope, timelines, and delivery
Represent Clinical Ops in cross-functional meetings and ensure alignment across Product, Engineering, CX, and Pharmacy
Operational Excellence & Process Improvement:
Build and maintain SOPs, operational documentation, and knowledge systems that scale with the business
Identify patient experience gaps and operational inefficiencies, then partner with senior team members to develop solutions
Own inventory tracking, shipping distribution monitoring, and operational dashboards using tools like Lightdash
Manage complex clinical CX escalations that require operational judgment and relationship context
Strategic Problem Solving & Analysis:
Assist senior team members in breaking down ambiguous operational problems into structured frameworks and action plans
Use Excel/Google Sheets (and ideally SQL or BI tools) to analyze operational datasets and extract insights
Help prepare presentations, briefs, and analyses for leadership discussions and strategic reviews
Conduct research on competitors, digital health trends, and regulatory changes relevant to clinical operations
Documentation & Reporting:
Create clear, actionable communication for internal stakeholders including leadership updates and operational summaries
Help design lightweight dashboards and produce recurring reports that keep teams informed
Maintain project tracking in Linear and operational documentation in Notion
Fully take on provider workflows, inventory tracking, and SOP ownership
Independently manage Medical Provider QA and communications
Own shipping carrier coordination and third-party partner onboarding support
Ship work without pre-review, demonstrating judgment and autonomy
Own end-to-end program launches including clinical readiness and cross-functional coordination
Act as the operational connective layer between MedOps, CX, and Pharmacy
Proactively identify and address patient experience improvements
Manage vendor and third-party relationships with increasing independence
Experience: 0–3 years of experience in operations, business operations, consulting, strategy, analytics, or a related field. Experience in tech, healthcare, or startups is a plus but not required.
Structured Thinking: You enjoy breaking down ambiguous problems, building frameworks, and synthesizing information into clear insights.
Analytical Mindset: You are comfortable working with spreadsheets and analyzing datasets. Excel proficiency is required. Experience with SQL or BI tools is helpful but not required.
Strong Communicator: You can translate complex operational challenges into simple narratives. Your written and verbal communication is clear, concise, and tailored to your audience.
Organized and Reliable: You manage multiple workstreams, keep projects on track, and maintain high attention to detail in fast-moving environments.
Collaborative and Proactive: You work well across teams, ask thoughtful questions, and actively seek to understand how different parts of the business fit together.
Bias Toward Action: You take ownership, drive projects forward, and enjoy building new processes or improving existing ones. You ship work that's 90% ready without constant review.
AI-Forward Mindset: You're comfortable working alongside AI tools and understand when to leverage automation versus when human judgment is essential. You're curious about how AI can improve operational workflows.
Comfort With Ambiguity: You thrive in a fast-paced, evolving environment and can make judgment calls with incomplete information.
Patient-Centric Thinking: You naturally think about the patient and patient experience at the operational level. You understand that much of this work requires human availability, judgment, and relationship context that cannot be automated.
Interest in Digital Health: You are curious about the telehealth landscape and enjoy learning about clinical workflows, regulatory environments, and healthcare delivery.
A Rewarding Mission: Through our asynchronous care model, Phoenix is reimagining patient-centric care for Canadians across the country by making diagnoses and treatment delivery faster, more accessible, and completely discreet.
Impact & Autonomy: You’ll work directly with passionate, experienced leaders who’ve seen the ups and downs of building a business and genuinely care about your growth. You won’t just execute — you’ll help shape the future of Phoenix and Raven.
Collaborative In-Office Culture: Based in the heart of downtown Toronto, our HQ team comes together on-site five days a week to build fast and push what’s possible. We love the fast feedback loops, spontaneous brainstorms, and actually knowing the people we work with. Bonus points if you’re into the occasional foosball tournament or have strong opinions about the best lunch spot in the neighbourhood.
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Phoenix