Field Operations Manager at Tonal
San Francisco, CA, US
Who We Are
 
Tonal has built the world’s most intelligent fitness system that is changing the way people work out at home. Tonal is a fresh approach to fitness that leverages hardware, software, video content, and artificial intelligence. Everyone who’s used our product, from professional athletes to fitness enthusiasts, has fallen in love.
 
At Tonal, we are applying our collective knowledge and creativity to reimagine fitness. We know firsthand that too many hurdles stand between each of us and our fitness goals. Drawing on decades of research and a diverse team of experts, we have created the most advanced content driven strength training system available that makes working out more efficient, effective, and engaging. 
 
We're passionate about building products that transform people's lives. 
 
Overview
 
Tonal is looking for a Field Operations Manager to support the optimal Tonal product experience at events, pop-ups, showrooms and external partnerships across the country. In this role, you will own the performance of field operations from planning, to execution, to uninstallation and reverse logistics. You will coordinate updates for product readiness, troubleshoot technical issues, complete repairs at on-site locations, and contribute to the program’s overall development. We will look to you to help track and document issues, as well as recommend solutions. This role entails working with Marketing, Engineering, Operations, Business Development, and external vendors.  This role will have a direct impact on prospective customers’ first impressions of Tonal.
 
What You Will Do
 
  • Develop a deep expertise in Tonal. You will be our subject matter expert and operational leader of product readiness at events
  • Your top priority is making sure people have an amazing experience when meeting Tonal for the first time
  • Work cross-functionally to prepare for each event and improve with each execution. This includes accounting for software and hardware updates, inventory management and demand planning, product packaging and transportation, coordinating action items and communications between groups, and capturing feedback for review
  • Visit locations to assess and troubleshoot issues and perform any necessary product repairs if needed. Work remotely with field technicians to address issues that arise 
  • Manage teams and operations remotely throughout project life cycles
  • Contribute to company documentation, including but not limited to: policy/procedure manuals, training/orientation materials, articles for internal and external knowledge bases, and feedback reports
  • Work proactively and efficiently, identifying issues and researching solutions to offer a recommendation
  • Cover flexible hours. This position includes some on-call work, including nights and weekends, and some travel  
 
Who You Are
 
  • 5+ years professional experience
  • 2+ years experience managing programs and vendors
  • Experience working within an event agency or logistics company is highly desirable
  • An efficient communicator with strong multi-tasking skills. You have demonstrated success in executing deliverables with complex dependencies in cross-functional environments
  • Comfortable learning and troubleshooting tech. Tracking version changes, communicating challenges and requests to development teams, and getting hands-on with hardware when necessary all fit within your comfort zone
  • Proficient using inventory management systems, CRM systems, and spreadsheets
  • Process oriented, but also able to handle exceptions. Proactive, strong planning skills combined with the ability to react quickly, and modify plans on the fly
  • Flexibility with nationwide travel up to 30% of the time