Operations Lead (Care)

The Operations Lead, Care is a cross-functional operations generalist responsible for helping improve how Tonal's Customer Care organization works

This role takes on operational problems that span processes, systems, customer journeys, and teams, and helps turn them into scalable solutions. The Operations Lead will coordinate projects, analyze workflows, identify opportunities for improvement, and build or implement solutions using automation, self-service tools, and other customer support technologies

The role is designed for someone who is equally comfortable understanding an operational problem, working with stakeholders to define a solution, and getting hands-on with the systems and tools required to bring it to life

Rather than owning a single functional area, this person will be leveraged across Care priorities based on business needs, including self-service, automation, customer support tooling, process improvement, launch readiness, content operations, and other operational initiatives

Lead operational workstreams across Customer Care, taking projects from problem definition through implementation, launch, and ongoing improvement

Identify opportunities to simplify processes, reduce manual work, improve customer and advocate experiences, and increase operational efficiency

Build and improve automations and self-service experiences, including forms, guided flows, troubleshooting journeys, chat experiences, and other digital support tools

Work with APIs, integrations, and support platforms to connect systems, surface information, and automate repetitive operational workflows

Translate operational requirements into practical technical or process solutions, partnering with Engineering, Product, IT, vendors, or other teams when deeper technical support is required

Act as a project lead for assigned Care initiatives, coordinating stakeholders, requirements, timelines, dependencies, testing, launch readiness, and follow-up

Support the rollout of new products, policies, tools, and operational programs by assessing Care impact and coordinating required readiness activities

Partner with Care leadership and frontline teams to understand recurring operational challenges and develop scalable solutions

Use customer contact data, operational metrics, workflow performance, and frontline feedback to identify opportunities and measure the impact of changes

Build lightweight tools, dashboards, workflows, or operational solutions when appropriate rather than relying exclusively on manual processes

Support the development and optimization of Tonal's digital self-service ecosystem, including the public knowledge experience, automated workflows, and customer-facing support journeys

Partner with Content and Enablement owners on initiatives that require changes to customer-facing or internal knowledge, while maintaining clear ownership within those functions

Document new processes and ensure operational changes are clearly communicated, tested, and adopted by affected teams

Identify risks, blockers, and dependencies early and work with stakeholders to drive them toward resolution

Manage multiple concurrent workstreams and adjust priorities based on customer impact, operational needs, and business priorities

Continuously look for opportunities to improve how Care uses technology, automation, data, and processes to operate more effectively

Success in this role means Care is able to solve operational problems faster and with more scalable solutions. Processes become simpler, manual work is reduced, customer and advocate journeys improve, and teams are better able to use technology and automation to support growth

The Operations Lead becomes a flexible resource that Care can deploy against high-priority operational problems rather than being limited to a single functional area

Benefits

We look at the whole picture to give you a competitive salary, top-tier benefits, and lifestyle perks

Working for Tonal includes a top-quality health care package, commuter benefits, support for new parents, and more

Your well-being is important to us. Take time off when you need it with flexible vacation days

Enjoy weekly catered team lunches at our San Francisco headquarters, plus a kitchen full of healthy (and not-so-healthy) snacks

At Tonal we encourage a fun and inclusive atmosphere. We make the time to socialize at office happy hours, team offsites, and special company-wide events

Fitness is our thing. Use Tonal in the office whenever it fits your schedule. Partner workouts are always welcome

From day one you'll get set up with your own personal laptop, headphones, standing desk, and whatever else you need to do your best work

Treat yourself! When you're part of Team Tonal you get discounts on everything from Gear Shop apparel to your very own Tonal

You have 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field

You communicate clearly and can translate between operational, technical, and business stakeholders

You have hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or you are technically curious and able to learn new systems quickly

You can take an ambiguous operational problem, break it into manageable components, and drive it toward a practical solution

You know when to solve a problem independently and when broader technical, operational, or leadership alignment is required

You can analyze operational data and customer support trends to identify problems and evaluate whether a solution is working

You understand customer support operations and how systems, workflows, policies, and frontline behaviors influence the customer experience

You are comfortable working across both process and technology and can determine when a problem should be solved through workflow changes, automation, tooling, or a combination of approaches

You can understand technical concepts and work effectively with Engineering or technical teams

You have strong project coordination skills and can manage stakeholders, timelines, requirements, dependencies, testing, and launch activities

You are proactive, resourceful, and comfortable working in an environment where priorities and problems evolve quickly

You have experience independently driving operational projects or workstreams from problem definition through implementation

You are comfortable working with multiple cross-functional teams and balancing competing requirements and priorities

Experience building workflows using tools such as APIs, webhooks, automation platforms, or low-code/no-code solutions

Experience working with customer support platforms, CRM systems, knowledge management tools, chat platforms, or self-service technologies

Experience designing or improving chatbots, guided troubleshooting, customer self-service journeys, forms, or automated support experiences

Experience with Salesforce, Stonly, Zendesk, Intercom, or similar customer support technology

Experience working with SQL, business intelligence tools, or operational dashboards

Experience leading operational readiness for product launches, policy changes, or major business initiatives

Basic understanding of technical concepts such as REST APIs, JSON, authentication, data flows, or system integrations

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