Senior Manager, Last Mile & Field Operations

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.