Senior Manager, Last Mile & Field Operations

Tonal Systems Inc.

Job Overview

Location

US, Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead and oversee Tonal’s entire field operations and last mile network across the United States, ensuring seamless repair, installation, and post-sales service delivery.
• Own operational performance metrics including NPS, repair completion rates, install quality, cost-to-serve, productivity, and SLA adherence across all outsourced service providers.
• Develop and execute scalable operational strategies to improve service quality, efficiency, and member experience while maintaining Tonal’s premium brand standard.
• Build and manage a comprehensive operational roadmap for field services and last mile logistics aligned with company growth targets, seasonal demand cycles, and business strategy.
• Design and implement post-sales service experiences tailored for B2B and Healthcare customer segments, including proactive maintenance programs.
• Lead, develop, and mentor an internal team responsible for managing, training, and enforcing compliance across a national network of third-party repair and installation partners.
• Establish clear performance standards, accountability frameworks, and operational governance to ensure consistent service quality regardless of geography or volume.
• Drive continuous improvement by identifying root causes of operational inefficiencies and implementing systematic, data-driven solutions.
• Create and own scalable SOPs, reporting systems, and operational cadences that enable faster onboarding of new team members, partners, and geographic regions.
• Partner cross-functionally with Logistics, Customer Care, Supply Chain, Product, Engineering, and Finance teams to resolve operational friction and align on priorities.
• Serve as the primary internal advocate for the member throughout the post-purchase journey, ensuring every field interaction reinforces trust and brand promise.
• Champion a culture of accountability, quality, continuous improvement, and responsiveness across all field operations teams and partner networks.
• Balance strategic planning with hands-on execution, diving deep into operational issues when necessary to resolve critical challenges.
• Operate effectively in ambiguity within a fast-paced, high-growth environment while maintaining rigorous attention to detail and urgency.
• Translate high-level business goals into actionable operational plans that drive unit economics and support scalable growth.
• Ensure all field operations comply with safety, quality management, and training standards, with preference for experience in large-format hardware or in-home service models.

🎯 Requirements

• 7–10 years of experience in repair/servicing, field operations, or last mile logistics 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 involving large, bulky hardware, 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

🏖️ Benefits

• Opportunity to work with a team that redefines fitness through innovative technology and premium customer experiences
• Collaborative environment that celebrates diverse perspectives and lived experiences
• Culture focused on accountability, quality, continuous improvement, and responsiveness
• Access to Tonal’s smart home gym technology as part of employee benefits
• Commitment to accessibility and inclusive employee experiences aligned with local legislation
• Support for professional growth through meaningful impact on scalable operations and member satisfaction

Skills & Technologies

Senior

Remote

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Tonal Systems Inc.

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About Tonal Systems Inc.

Tonal Systems Inc. designs and sells a wall-mounted, digital weight-training system that uses electromagnetic resistance and AI-driven coaching to deliver personalized strength workouts. The hardware integrates a 24-inch touchscreen, adjustable arms, and sensors that track reps, power, and form in real time. A monthly membership unlocks on-demand and live classes, adaptive programs, and performance analytics. The company was founded in 2015, is headquartered in San Francisco, and markets its product directly to consumers through e-commerce and retail showrooms.

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