Operations Lead, Care

Overview

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.

What You Will Do

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