Project Manager, Customer Care Product Operations at Tonal
Toronto, ON
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 has seen or 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 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
 
At Tonal, we place Customer Experience above all else. As the Project Manager focusing on Care Product Operations, you are responsible for aligning and executing objectives impacting Customers, product teams, and support operations. You'll drive initiatives forward in partnership with development teams, and help ensure operational readiness to support new products, releases, and closed-loop feedback. You'll work cross-functionally to represent Customers and stakeholders throughout a project’s lifecycle, helping to define milestones and assess risks, ultimately reporting back on project health and areas of improvement.
 
What You Will Do
 
- Develop a deep expertise in Tonal; we drive Customer Satisfaction through efficient and accurate information
- Deliver high-quality work, take issues on as your own, and commit to ongoing learning and development
- Speak with Customers in person, over the phone, across social channels, and via email. Everyone on our team works directly with Customers to maintain workflow proficiency and stick close to the Community
- Develop a holistic understanding of Customer Care operations, defining how to drive continuous improvement and strategic value
- Advocate for the Customer Experience in cross-functional project planning and execution including early product development, ongoing design, and exception workflows or risks
- Develop proficiency in business systems and tools used to support project life cycles
- Manage Care project scopes, budgets, and timelines
- Develop and deliver detailed project plans to monitor and track progress and identify gaps to improve performance
- Manage communication with vendors by assigning tasks and driving expected deliverables
- Liaison as a point-of-contact and subject matter expert between Customer Care and cross-functional partners
 
Who You Are
 
- 2-3 years of experience managing projects through full life cycle and conducting quantitative and qualitative analysis in a fast-paced setting
- Familiarity with project management software tools, methodologies, and best practices
- Clear and concise delivery of milestones through presentations and written communication
- Highly organized, great attention to detail, and enjoy handling multiple projects simultaneously
- Track record of collaborating with cross-functional teams to set goals and execute a consistent vision
- Familiar with process improvement and solving problems creatively
- Self-starter, thriving in independent and team environments
 
Extra Credit
 
- Experience with Salesforce, Asana, and JIRA
- Project Management Professional (PMP) certification