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Senior Manager, Last Mile & Field Operations

Tonal -
Remote

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Job Details

Full-time
$150,000 - $160,000 a year

Benefits

Disability insurance
Health insurance
Paid time off
Parental leave
Life insurance
Retirement plan

Qualifications

Financial acumen

Full Job Description

Location

US, Remote

Employment Type

Full time

Location Type

Remote

Department

OperationsLogistics & Field Operations

Compensation

Remote, US$150K – $160K

We take into consideration an individual’s background, experience, and location in determining their salary. This role is also eligible for health insurance, retirement savings benefits, life insurance and disability benefits, flexible paid time off, parental leave, and other additional benefits.

Who We Are

Tonal is the smartest home gym and personal trainer. It has completely revolutionized the way people work out at home, with its sleek design and advanced A.I. technology. We’ve united a diverse team of experts and decades of research to reinvent strength training, making it more efficient, more effective and more engaging.

With this in mind, we want to bring that same innovative approach to the workplace. At Tonal, we continue our shift of emphasis by growing our instrumental team. We collectively weave our knowledge and creativity, as we redefine the future of fitness. We are passionate about building products that transform lives, and building teams that transform the status quo. Together, we can be our strongest.

Overview

We 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 Do

Lead 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!

Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, [email protected]. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.

Compensation Range: $150K - $160K

Apply Now

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