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Responsibilities
OverviewWe are seeking a Senior Manager, Field Operations & Last Mile to lead and oversee Tonal’s servicing, field operations, and last mile network. This leader will manage a high-performing internal team responsible for service provider performance, compliance, quality, training, and operational excellence across our outsourced repair and installation network.This role is ideal for someone who thrives in complexity, brings deep experience in servicing and large-format or bulky last mile operations, and can balance strategic thinking with hands-on execution.What You’ll DoLead Tonal’s Field Operations & Last Mile StrategyOwn operational performance across repair, field operations, and last mile (across U.S.)Develop and execute scalable strategies to improve delivery quality, service levels, cost efficiency, and member experienceBuild operational frameworks that support growth while maintaining a premium member experienceDefine and own the operational roadmap for field services and last mile, aligning with Tonal’s broader business strategy, growth targets, and seasonal demand patternsDesign and build out post-sales service experience for B2B and Healthcare journeysDevelop strategy and approach for proactive maintenance for B2B and HealthcareManage Service Provider Network PerformanceLead and develop an internal team responsible for service provider management, compliance, quality assurance, and trainingOversee a complex multi-site outsourced network of repair and installation partners ensuring providers consistently meet Tonal’s quality bar regardless of geography, volume, or scaleEstablish and enforce clear performance standards, accountability mechanisms, and operational governanceDrive consistency and operational rigor across providers and geographiesDrive Continuous Improvement & Operational ExcellenceIdentify root causes and implement systematic solutions to operational challengesUse data and analytics to improve KPIs including NPS, repair completion rates, install quality, cost-to-serve, productivity, and SLA adherenceLead cross-functional initiatives focused on process optimization, scalability, and improved unit economicsBuild reporting, operational cadences, and performance management systems that enable proactive decision-makingDevelop and own operational SOPs that can scale with the business and enable faster onboarding of new team members, partners, and geographiesBalance Strategy with Cross-functionalTranslate high-level business goals into actionable operational plansPartner cross-functionally with Logistics, Customer Care, Supply Chain, Product, Engineering, and Finance teams to align on priorities, resolve operational friction, and deliver seamless member experiences across every channelOperate effectively in ambiguity while maintaining strong attention to detail and urgencyServe as a hands-on leader willing to dive deep into operational issues when neededChampion the Member ExperienceEnsure field operations consistently deliver a premium, seamless customer experienceServe as the internal advocate for the member throughout the post-purchase journey - ensuring every repair, installation, and field interaction lives up to Tonal’s premium brand promise and reinforces member trustBuild a culture centered on accountability, quality, continuous improvement, and responsivenessWho You AreStrategic thinker with a strong operational bias for actionStrong people leaderAnalytical and data-driven with exceptional problem-solving skillsSystems-oriented leader who can simplify complexity and scale operations effectivelyPassionate about continuous improvement and operational excellenceStrong critical thinker who can connect operational decisions to broader business outcomesComfortable navigating ambiguity in a fast-paced, high-growth environmentCollaborative leader with strong executive presence and communication skillsWhat You’ll Bring7-10 years of experience in repair/servicing, field operations, last mile logistics or related operational leadership rolesSignificant experience managing outsourced service provider networks across multiple sites on a national scaleDeep understanding of complex servicing and last mile operations, ideally involving large hardware, big bulky delivery, complex installation, or in-home service modelsProven success leading field teams, building new operational processes, and driving continuous improvement initiativesStrong understanding of operational metrics, financial performance, and unit economicsExperience balancing strategic planning with day-to-day operational executionDemonstrated ability to lead and develop high-performing teamsExpertise in compliance, safety, quality management, training, and field performance management preferredExperience in consumer electronics, fitness equipment, appliances, medical devices, furniture, or other large-format installation environments is a plusTonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, accessibility@tonal.com. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.We take into consideration an individual’s background, experience, and location in determining their salary. This role is also eligible for health insurance, retirement savings benefits, life insurance and disability benefits, flexible paid time off, parental leave, and other additional benefits.
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