Senior Manager, Clinical Quality & Performance

About Felix
Founded in 2019, Felix is a patient-driven digital healthcare company that puts you in control of your health and wellbeing. We’re passionate about building technology and beautiful customer experiences to make healthcare more accessible (and more enjoyable) for all Canadians. Our strong venture partners provide us the resources to support our rapid growth and we are continuing to build our incredible team based in Toronto. Felix is Canada's first end-to-end healthcare experience, providing online treatment, prescription delivery and ongoing care across a growing range of categories such as birth control, erectile dysfunction, acne, weight loss and more.

As Senior Manager, Clinical Quality & Performance, you will support the end-to-end performance of Felix’s Clinical Operations. You will be accountable for the management, performance, quality improvement and scalability of our HCP (Health Care Practitioner) contractor base, while driving measurable improvements in clinical quality, patient experience, and visit conversion.

You will work cross-functionally with Product, Medical Directors, Data, Regulatory, Patient Experience, and Pharmacy teams to evolve clinical workflows, remuneration structures, and AI-powered tools that support practitioners and enable sustainable growth.

This is a highly impactful role combining people leadership, operational rigour, analytical ownership, and applied AI/automation in a regulated healthcare environment.

• Lead the end-to-end management of Felix’s HCP contractor network, including recruitment, onboarding, credentialing, scheduling, roster management, and capacity planning.

• Ensure ongoing clinical, regulatory, and contractual compliance across all HCP activities.

• Own practitioner communications, education, and engagement, supporting adoption of evolving clinical standards and workflows.

• Partner closely with Medical Directors to monitor and evaluate HCP performance, maintain high clinical standards and support continuous quality improvement.

• Proactively identify operational risks and scaling challenges, addressing issues before they impact patients or practitioners.

• Own HCP performance outputs, including clinical quality, visit conversion, coverage, utilization, and productivity.

• Develop and maintain clear reporting and insights on HCP performance, translating data into actionable recommendations.

• Build business cases for HCP-related investments and operational improvements.

• Identify performance variability and implement targeted interventions to improve quality of care, conversion rates, and patient experience.

• Evaluate and evolve HCP remuneration models to align incentives with quality, conversion, and operational efficiency.

• Lead improvements to HCP billing and payment processes to ensure accuracy, transparency, and scalability.

• Own HCP-facing AI and automation initiatives in partnership with internal Product teams and third-party partners

• Identify and prioritize AI-enabled opportunities that improve practitioner efficiency, clinical quality, and conversion outcomes.

• Represent clinical operations in AI development, ensuring solutions are safe, compliant, and practitioner-centred.

• 4-6+ years leading operations, clinical operations, or practitioner-focused teams, ideally in healthcare or health tech.

• Experience managing contractor-based clinical workforces at scale.

• Strong understanding of clinical quality, conversion metrics, and operational performance management.

• Proven ability to use data and reporting to drive decision-making and operational change.

• Experience partnering with product and data teams on workflow, automation, or AI-enabled solutions.

• High emotional intelligence with the ability to influence, coach, and lead through change.

• Comfort operating in a fast-paced, ambiguous, and highly regulated startup environment.

• Clinical background in nursing, physicians assistant, or equivalent healthcare education is a strong asset

• Understanding of patient privacy, regulatory requirements, and clinical risk management is an asset

• Full medical, dental and vision benefits

• Parental Leave policy

• 3 weeks vacation + flexible holiday scheduling

• Competitive compensation

• Remote first, work from anywhere in Canada

• Incredible culture powered by a highly collaborative and high performing team

• Large impact at an early stage technology company

Location: Remote (Canada). We are currently working remotely and open to candidates from anywhere in Canada.

Open vacancy: This posting is for an existing vacancy at the company.

Felix is an equal opportunity employer committed to an inclusive requirement process and workplace. Requests for accommodation can be made at any stage of the recruitment process to the hiring manager or by contacting [email protected]. Applicants need to make any such requirements known.