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 Strategy- Own 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 experience
- Build operational frameworks that support growth while maintaining a premium member experience
- Define and own the operational roadmap for field services and last mile, aligning with Tonal's broader business strategy, growth targets, and seasonal demand patterns
- Design and build out post-sales service experience for B2B and Healthcare journeys
- Develop strategy and approach for proactive maintenance for B2B and Healthcare
Manage Service Provider Network Performance- Lead and develop an internal team responsible for service provider management, compliance, quality assurance, and training
- Oversee a complex multi-site outsourced network of repair and installation partners ensuring providers consistently meet Tonal's quality bar regardless of geography, volume, or scale
- Establish and enforce clear performance standards, accountability mechanisms, and operational governance
- Drive consistency and operational rigor across providers and geographies
Drive Continuous Improvement & Operational Excellence- Identify root causes and implement systematic solutions to operational challenges
- Use data and analytics to improve KPIs including NPS, repair completion rates, install quality, cost-to-serve, productivity, and SLA adherence
- Lead cross-functional initiatives focused on process optimization, scalability, and improved unit economics
- Build reporting, operational cadences, and performance management systems that enable proactive decision-making
- Develop and own operational SOPs that can scale with the business and enable faster onboarding of new team members, partners, and geographies
Balance Strategy with Cross-functional- Translate high-level business goals into actionable operational plans
- Partner 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 channel
- Operate effectively in ambiguity while maintaining strong attention to detail and urgency
- Serve as a hands-on leader willing to dive deep into operational issues when needed
Champion the Member Experience- Ensure field operations consistently deliver a premium, seamless customer experience
- Serve 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 trust
- Build a culture centered on accountability, quality, continuous improvement, and responsiveness
Who You Are- Strategic thinker with a strong operational bias for action
- Strong people leader
- Analytical and data-driven with exceptional problem-solving skills
- Systems-oriented leader who can simplify complexity and scale operations effectively
- Passionate about continuous improvement and operational excellence
- Strong critical thinker who can connect operational decisions to broader business outcomes
- Comfortable navigating ambiguity in a fast-paced, high-growth environment
- Collaborative leader with strong executive presence and communication skills
What You'll Bring- 7-10 years of experience in repair/servicing, field operations, last mile logistics or related operational leadership roles
- Significant experience managing outsourced service provider networks across multiple sites on a national scale
- Deep understanding of complex servicing and last mile operations, ideally involving large hardware, big bulky delivery, complex installation, or in-home service models
- Proven success leading field teams, building new operational processes, and driving continuous improvement initiatives
- Strong understanding of operational metrics, financial performance, and unit economics
- Experience balancing strategic planning with day-to-day operational execution
- Demonstrated ability to lead and develop high-performing teams
- Expertise in compliance, safety, quality management, training, and field performance management preferred
- Experience in consumer electronics, fitness equipment, appliances, medical devices, furniture, or other large-format installation environments is a plus
At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don't just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We're dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we're looking for (even if you don't check every single box), send us your application. We would love to hear from you!
