Director of Care Operations, Tonal
CA$130-170k
Offers equity
Electromagnetic home gym
Open for applications
Electromagnetic home gym
201-500 employees
Open for applications
CA$130-170k
Offers equity
201-500 employees
Company mission
To help people look, feel, and be the strongest and fittest versions of themselves.
Role
Who you are
- Passionate advocate for exceptional customer experience—especially post-sale and support contexts
- 5+ years in customer service or care roles, 2+ years in senior leadership or Director role (preferably in tech/hardware or high-growth consumer environments)
- Hands-on strategic operator with deep experience scaling organizations, improving operational KPIs, and embedding continuous improvement
- Emotionally intelligent, versatile leader—able to zoom in to diagnose issues and zoom out to lead strategy
- Proven track record of developing and retaining high-performing people
- Competitive mindset, strong work ethic, and credibility—especially in fast-paced, mission-driven cultures
- Experience with tools like Salesforce, workflow automation, or similar platforms
- Startup or late-stage tech experience is strongly preferred. Passion for innovation and customer impact
Desirable
- Background scaling contact center or support through rapid growth phases for complex customer journeys
- Experience leading diverse, inclusive teams and cultivating service-oriented culture
- Multilingual abilities or experience supporting an international customer base is a bonus
- Six Sigma certification or demonstrated experience applying Six Sigma methodologies
What the job involves
- You’ll own the vision and execution of our multichannel support organization (phone, chat, email, social), managing both strategy and customer service operations
- You’ll build scalable solutions, lead high-performance teams, and elevate the customer experience through continuous improvement and proactive problem-solving
- Strategic Leadership & Vision: Shape and execute the customer service strategy aligned with Tonal’s broad growth goals
- Operational Excellence: Define and monitor KPIs (e.g., CSAT, NPS, FCR, AHT). Drive automation, self-service, and meaningful performance gains
- Team & Culture Leadership: Inspire, coach, and scale a team of managers and agents—develop talent, nurture emotionally intelligent leadership, and establish a culture of excellence
- Customer Advocacy: Serve as an internal voice for the customer—escalating issues, influencing product, engineering, and cross-functional improvements
- Budget & Vendor Management: Own ~$3M budget. Optimize spend across headcount, tools, and vendors. Manage third-party providers to support overflow and scale. Ongoing contract management and future negotiations. Vendor selection going forward
- Technology & Systems: Partner on implementation and evolution of customer systems (Salesforce, learning management systems, chatbots, etc.) for efficiency and personalization
Our take
Tonal has created a proprietary digital weight system and combined this with coaching to offer a personalized and smart home gym. Its wall-mounted system uses electromagnetism to control the weights, replacing bulky and hard-to-store weightlifting equipment with a slim and sleek machine.
As well as selling the machines, Tonal sells subscriptions to personal training sessions and workout routines. The fitness landscape is shifting toward at-home equipment other similar equipment is supplied by Peloton and Mirror.
Tonal has seen impressive growth, investing equity funding into content initiatives, high-profile partnerships, scaling operations, and strong celebrity endorsements. It remains to be seen, however, if the current trend of home-workout equipment will stick around, let alone gain new momentum, but Tonal's cleverly designed equipment gives it an edge over competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
-38% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2023
$130m
LATE VC
Mar 2021
$250m
SERIES E
Total funding: $580m
Company 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
Company HQ
SoMa, San Francisco, CA
Leadership
Aly Orady
(CTO)They started their career at Hewlett-Packard’s Computer Systems Laboratory designing super-computers, followed by technical leadership roles at a series of startups, including Kealia, Inc. (now Sun/Oracle). Served as the company's CEO from 2015 before transitioning into their current role in April 2023.
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