Tonal
Senior Manager, Last Mile & Field Operations
Toronto, ON · Senior
Sponsorship not specifiedDetected 30 days ago
AccessibilitySupply ChainLogisticsProcess ImprovementPerformance ManagementMedical DevicesResearchLeadershipCommunicationProblem Solving
About the role
- 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.
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
- 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
- Drive consistency and operational rigor across providers and geographies
- Identify root causes and implement systematic solutions to operational challenges
- 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
Requirements
- Strong understanding of operational metrics, financial performance, and unit economics
- Experience balancing strategic planning with day-to-day operational execution
- Should you have any accommodation requests, please reach out to us via our confidential email, accessibility@tonal.com.
Nice to have
- 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
- 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
Benefits
- Design and build out post-sales service experience for B2B and Healthcare journeys
- Develop strategy and approach for proactive maintenance for B2B and Healthcare
Company info
- 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.
- 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.
- We are seeking a Senior Manager, Field Operations & Last Mile to lead and oversee Tonal's servicing, field operations, and last mile network.
This listing is sourced directly from Tonal's careers page and normalized into a canonical job model.