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About This Role
Tonal is 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. The ideal candidate will have experience in servicing and large-format or bulky last mile operations, and can balance strategic thinking with hands-on execution. The role is responsible for developing and executing scalable strategies to improve delivery quality, service levels, cost efficiency, and member experience. The Senior Manager will also lead and develop an internal team responsible for service provider management, compliance, quality assurance, and training.
Key ResponsibilitiesAI-extracted
- 1Lead Tonal’s Field Operations & Last Mile Strategy and develop operational frameworks that support growth while maintaining a premium member experience
- 2Manage Service Provider Network Performance and oversee a complex multi-site outsourced network of repair and installation partners
- 3Drive Continuous Improvement & Operational Excellence by identifying root causes and implementing systematic solutions to operational challenges
- 4Translate high-level business goals into actionable operational plans and partner cross-functionally with Logistics, Customer Care, Supply Chain, Product, Engineering, and Finance teams
- 5Champion the Member Experience and ensure field operations consistently deliver a premium, seamless customer experience
- 6Build a culture centered on accountability, quality, continuous improvement, and responsiveness
RequirementsAI-extracted
- 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
Perks & BenefitsAI-extracted
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