General Manager ( Future Opportunity )

About Stem Health

Stem Health is reimagining the primary care experience for individuals who want a more thoughtful relationship with their health. Physician-led and membership-based, we combine medical excellence with the warmth of hospitality anchored in a beautifully designed flagship clinic at First Canadian Place, opening September 2026. Our care model is relationship-based, data-informed, and built on time, trust, and exceptional service.

Position Summary

We are looking for a General Manager to run the day-to-day business and build a growing, impactful healthcare company known for exceptional care and service. You will be accountable for clinic operations, member experience, team performance, revenue growth, and profitability.

Working closely with the Founder and the Medical Director, you will convert Stem's ambitions into clear priorities, dependable processes, and measurable results. The operating model you build here is the one subsequent locations will inherit.

This is a hands-on leadership role. You should be equally comfortable reviewing financial performance, developing a corporate relationship, coaching a team member, and stepping in to resolve a member's concern. Clinical decisions and standards remain with the Medical Director and treating professionals.

Key Responsibilities

Business and financial performance

• Own the operating plan, budget, and results with clear targets for revenue, cost, cash flow, and clinic profitability.
• Understand the economics of each service line clinician cost, appointment capacity, supplies, contribution margin and manage pricing and service mix accordingly.
• Align staffing and clinician schedules with demand, improving utilization while protecting the low-volume, time-rich care model that defines the Stem Health experience.
• Oversee billing, collections, purchasing, inventory, and vendor performance, supported by finance and administrative resources.
• Provide the Founder with a concise monthly view of performance, variance drivers, emerging issues, and decisions required.

Member experience

• Make Stem Health's commitment to advocacy, personal attention, and follow-through visible in every member interaction.
• Own the member journey from initial enquiry and onboarding through appointments, ongoing support, and renewal.
• Set service standards for responsiveness, preparation, hand-offs, and issue resolution and instrument them with measurable indicators including wait times, response times, coordination failures, and complaint themes.
• Ensure operational processes support timely tracking and follow-up of results, referrals, and care plans, with clinical matters directed to the appropriate professional.
• Build a culture of unreasonable hospitality: knowing members by name, anticipating needs, and taking personal responsibility for resolving problems. Handle escalated matters yourself and close the loop.

Clinic operations

• Oversee scheduling, front-of-house service, care coordination, facilities, equipment, and daily clinic readiness.
• Maintain and evolve the Operations Playbook procedures, training materials, open and close routines, escalation paths and publish protocol updates on the first business day of each month.
• Coordinate physicians, nurses, allied health professionals, and administrative teams so appointments and services run without friction.
• Improve use of the member portal and clinical and business systems to reduce administrative load and make information easier to access; hold managed IT and software vendors to their service levels.
• Manage the cashless payment environment, medical and retail inventory, diagnostic equipment servicing, and controls on the on-site dispensary including daily verification, access control, and reconciliation.

Growth

• Collaborate on the commercial process from enquiry through conversion, onboarding, retention, and renewal treating retention as an operating metric, not a marketing one.
• Develop relationships with employers, building tenants, advisers, and community partners to grow individual and corporate membership.
• Build the post-sale operating relationship for corporate and family accounts, including onboarding, reporting, and renewal readiness.
• Help members understand relevant services, with clinical suitability determined by the care team.
• Develop business cases and operating plans for new services, covering staffing, demand, pricing, investment, and expected return.

Team

• Recruit, onboard, coach, and manage operational and member-facing staff.
• Set clear responsibilities, objectives, and performance expectations; address gaps promptly and fairly.
• Run productive daily huddles, weekly operating reviews, and regular individual feedback conversations.
• Partner with the Medical Director on clinician capacity, working relationships, and service delivery.
• Foster a workplace where people communicate openly, support one another, and honour commitments.

Risk and compliance

• Ensure compliance with applicable requirements, including PHIPA and privacy obligations, occupational health and safety, IPAC standards, and college requirements for regulated staff.
• Own incident management, privacy breach response, and the site's emergency and business continuity procedures.
• Maintain insurance, licensing, and contract registers, and manage renewals ahead of expiry.
• Work with clinical leadership to maintain operating practices that support patient safety and quality.

Qualifications & Experience

• Demonstrated leadership in a healthcare clinic, membership business, premium hospitality environment, or comparable service organization with direct accountability for budget, operating performance, and team.
• Evidence of growing revenue, improving customer retention, and managing cost effectively.
• Experience opening or scaling a new site, or rebuilding operations in a business undergoing change.
• Strong operational judgment, attention to detail, and confidence using data to make decisions.
• Experience working alongside physicians or other independent regulated professionals is strongly preferred.
• Working knowledge of Ontario healthcare regulation and privacy obligations, or the demonstrated capacity to acquire it quickly.
• Comfort operating in a founder-led business where priorities evolve and leaders are expected to execute.
• A warm, professional manner, sound judgment, and discretion in sensitive situations.
• Relevant education in business, healthcare administration, or a related field or equivalent practical experience.

What Success Looks Like

• Members feel known and supported, and are confident that commitments will be honoured.
• Memberships, renewals, and service revenue grow against agreed targets.
• Profitability improves through disciplined spending and effective use of capacity.
• Daily operations are reliable, with clear ownership and timely resolution of issues.
• The team understands expectations and performs consistently.
• The Founder can rely on the General Manager to run the business and surface decisions early.

Your First 60 Days

• Develop a deep understanding of the member journey, team, finances, and operating capacity.
• Identify and address the most pressing service and process gaps.
• Establish a practical performance dashboard.
• Agree a 12-month operating and growth plan with the Founder.

Why Join Stem Health

• Report directly to the Founder and CEO, with full operational ownership and a meaningful seat at the leadership table from day one.
• Build the operating model for a physician-led, membership-based clinic at First Canadian Place the model that subsequent Stem Health locations will inherit.
• Work at the intersection of medicine, hospitality, and business in a category-defining healthcare company opening September 2026.
• Competitive base salary with a performance incentive tied to financial and member experience metrics, comprehensive benefits, and equity participation for the right candidate