[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.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
Company Overview
Company H1B Sponsorship