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Owns Maple’s product partnership lifecycle, including sourcing and evaluating partners, negotiating contracts, coordinating product and operational integrations, managing commercial performance, and maintaining long-term executive relationships. The role also builds the partnership pipeline, prepares strategic assessments, supports diligence, and leads cross-functional launches across Product, Clinical, Customer Support Operations, and Commercial teams.

Provides bilingual English and French customer support to patients, providers, and prospective customers through live chat and email. Troubleshoots platform issues using established workflows, escalates complex cases, manages high conversation volumes, and delivers accurate, empathetic service. The role requires flexibility for evening, weekend, and holiday shifts in a fully remote Canadian environment.

Provide high-volume customer support to patients, providers, and prospective customers through live chat and email. Troubleshoot platform issues using established workflows, guide users through solutions, escalate complex cases, and maintain accurate, empathetic service. The role requires managing multiple priorities, adapting to changing tools and processes, and working evening, weekend, and holiday shifts in a fully remote Canadian environment.

Own product development for Maple’s patient access experience, from discovery through launch and iteration. Research patient needs, analyze data, prioritize opportunities, and partner with engineering, design, clinical, marketing, support, data, and AI teams. Use AI and prototyping to validate ideas, improve care navigation, and ship intuitive digital experiences. Translate healthcare, technical, business, and regulatory constraints into product decisions while measuring outcomes and aligning stakeholders.

Coordinate day-to-day provider operations including triaging provider support inbox and Slack, end-to-end onboarding, KPI monitoring and reporting, platform configuration and specialty setup, mass communications via HubSpot, and monthly regulatory scans to keep the provider network compliant and running smoothly.

Serve as the primary bilingual (French/English) contact for a portfolio of channel partners, managing program launches, renewals, partner communications, and operational details (eligibility, billing, reporting). Coordinate cross-functionally with Operations, Support, and Product, use data to monitor performance, resolve issues proactively, and improve playbooks to scale the Channel Partnerships business.

Lead and build a platform engineering team that delivers developer experience: CI/CD, deployment automation, observability, test infrastructure, and AI-assisted tooling. Own roadmap, metrics (DORA/DevEx), hiring and coaching, partner cross-functionally to drive continuous deployment, quality, and incident management, and ship high-leverage platform capabilities for product engineering squads.

Lead design and rollout of evaluation, safety, and agent execution standards for AI features. Build reference implementations, monitoring, and cost controls. Mentor squads, partner with Product, Platform, Security, Privacy and Clinical teams, and co-develop governance to ensure production-grade, PHI-safe AI across the product.