[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