[Remote] Senior Manager, Last Mile & Field Operations

Note: The job is a remote job and is open to candidates in USA. Tonal is the smartest home gym and personal trainer, revolutionizing home workouts with advanced A.I. technology. They are seeking a Senior Manager, Last Mile & Field Operations to lead and oversee servicing, field operations, and last mile network, ensuring operational excellence and a premium member experience.ResponsibilitiesOwn 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 HealthcareLead 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 geographiesIdentify 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 geographiesTranslate 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 neededEnsure 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 responsivenessSkills7-10 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 plusCompany OverviewTonal is a smart home gym that uses artificial intelligence and coaching to provide strength training. It was founded in 2015, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is http://www.tonal.com.Company H1B SponsorshipTonal has a track record of offering H1B sponsorships, with 3 in 2024, 5 in 2023, 10 in 2022, 3 in 2021. Please note that this does not guarantee sponsorship for this specific role.