Strategic Operations Manager

Job Description

About TULU

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TULU is revolutionizing the way people live by building a deep understanding of their needs and behaviors. Our mission is to build the world’s most powerful product access and usage platform, enabling smarter, more efficient, and more sustainable consumption.

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Our IoT-powered, in-building smart units provide on-demand access to everything from vacuums and projectors to e-scooters, VR headsets, and everyday essentials - complemented by usage-based data and AI-driven insights that personalize the user experience.

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Backed by $40M+ in funding, we are a post-Series A global company operating in 65+ cities across North America and Europe. We partner with some of the world’s largest landlords and brands, serving 250,000+ households - and every 10 seconds, someone around the world is using TULU.

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The Role

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Every TULU unit makes a promise to residents: the items work, the shelves are stocked, and when something breaks, it gets fixed fast. Keeping that promise every day, across two continents and a distributed field workforce, is what keeps our building partners renewing and expanding.

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Reporting directly to the COO/CFO, you own Service Delivery end to end: field labor, routing, purchasing and restocking, repair and maintenance, and customer support. You lead an international team from day one through a group of supervisors across field operations and CX, and grow it as we scale.

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The structure is in place. Your job is to make it perform at scale - better service, at a lower cost, with a team that grows through systems rather than headcount.

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What You'll Do

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• Own the Service Promise - Every building gets the visits, stock, and fixes it was promised, on schedule and to standard. Own service levels and visit quality across the portfolio, and know a building is slipping before the building does.
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• Field Labor Management - Lead a distributed network of in-house and contract field operators across North America and Europe. Sourcing, onboarding, compliance, performance, coverage - no building goes uncovered, and every visit meets the bar.
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• Routing & Coverage - Optimize routes and visit cadence against building needs, usage, and cost. Scale coverage cleanly as new buildings go live and new markets open.
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• Purchasing & Restocking - Own service-side procurement: shop restocking, consumables, replacement items, and spare parts. Balance availability against waste and cost, and decide what we stock, what we order, and how.
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• Repair & Maintenance - Keep rental items and units in service. Own the out-of-service lifecycle, repair-versus-replace economics, and repair vendors - and the root-cause work that stops the same failure from happening twice.
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• Customer Support - Own resident and building support: triage, routing, response and resolution times. Close the loop with Customer Success so building partners always know where things stand.
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• Take Cost Out - Structural cost improvement is a core priority of this role. Cost per building, labor, repair spend, purchasing - own the numbers and make the service better and cheaper as we scale, not one at the expense of the other.
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• Lead the Team - Manage supervisors across core service delivery and CX, and through them an international team. Set clear ownership, develop your people, and build a function that runs on systems, not heroics.
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• AI-Enabled Ways of Working - Use AI to get the output of a much larger team out of a small one. Partner with Product and Engineering on the tools your team runs on, automate the repetitive work, and turn troubleshooting know-how into repeatable workflows.
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TULU Is Not For Everyone

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We’re looking for those with a strong sense of urgency to achieve great things in life. Overachievers who seek a place that fulfills their desire to expand personal and professional horizons through big challenges, hard work, bold responsibilities, purpose-driven teamwork, and a willingness to fail and learn.

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If that’s the kind of environment you’re looking for, applying to join TULU could be the best first step in your journey.

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What We're Looking For

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• 3-6 years in operations, strategy, or generalist roles at a high-growth, on-demand business - fast commerce, delivery, ride sharing, micromobility, or a similar marketplace - including running a distributed field or gig workforce
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• Direct people management experience, ideally leading frontline teams - you develop the people on your team and raise their ceiling, not just assign the work
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• Demonstrated project and budget management skills - you have owned a budget and delivered complex, multi-stakeholder projects on time and on cost
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• Analytical depth - cost per building, labor utilization, repair versus replace, service levels. You model it before you argue it
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• Customer instinct - you know that every missed visit and unresolved ticket eventually shows up in a renewal conversation
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• A build-the-system instinct - when you catch yourself doing something manually for the third time, your reflex is to automate it and hand the automation to your team
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• AI fluency - you already use AI tools in your day-to-day work and actively look for new places to apply them. No coding required, only curiosity and a willingness to experiment
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• Bias for action - you set the strategy and you are unbothered about doing the work yourself when there is no one else to do it
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• Clear, direct communication - with your team, with a field operator who missed a visit, and with a building manager whose residents are unhappy
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• Comfort operating in a fast-moving, semi-chaotic startup environment
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• Willingness to travel across North America and Europe
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• Experience at companies like DoorDash, Uber, Lyft, or Instacart - or in proptech or multi-unit hospitality - is a strong plus
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Why Now?

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You are joining right after we rebuilt Service Delivery around clear ownership, defined KPIs, and purpose-built tooling. The next 12 months are about making it perform at scale: higher service levels, lower cost per building, and an operating model that holds as the portfolio multiplies.

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You will have a direct line to senior leadership, real budget ownership, and a function whose performance shows up directly in how our building partners renew and expand.

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Competitive salary, equity, and benefits.

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Salary: $100 - 130K