Senior Manager, Last Mile & Field Operations
New
T
TonalFitness Technology
US, Remote; Secondary Locations: Toronto, ONFull-TimeManager
Salary150,000 USD - 165,000 CAD per year
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Job Details
- Experience
- 7-10 years
- Required Skills
- Cross-functional Team LeadershipQuality Assurance
Requirements
- 7-10 years of experience in repair/servicing, field operations, or last mile logistics
- Significant experience managing outsourced service provider networks across multiple sites
- Deep understanding of complex servicing, last mile operations, and in-home service models
- Proven experience leading field teams 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
- Expertise in compliance, safety, and quality management preferred
- Experience in consumer electronics, fitness equipment, or large-format installation environments preferred
Responsibilities
- Lead Tonal’s Field Operations & Last Mile Strategy
- Manage and develop an internal team overseeing service provider performance, compliance, and quality
- Oversee a complex multi-site outsourced network of repair and installation partners
- Design and build out post-sales service experience for B2B and Healthcare journeys
- Use data and analytics to improve KPIs including NPS, repair completion rates, and install quality
- Develop operational SOPs to scale business operations
- Partner cross-functionally with Logistics, Supply Chain, Product, Engineering, and Finance teams
- Ensure field operations deliver a premium, seamless customer experience
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