Manager, Care Operations

The role

The Manager, Care Operations owns the day-to-day performance of the Tonal Care operation. You will manage an in-house team and an outsourced partner to deliver service across phone, email, chat, and video.

What you will do

• Act as a player-coach by working directly in the queue to model best practices and coach specialists.
• Own daily delivery across all tiers, setting service levels, coverage models, and workflow standards.
• Manage daily, weekly, and monthly plans for SLA, CSAT, Average Handle Time, and First Contact Resolution.
• Serve as the day-to-day operational point of contact for the outsourced partner.
• Hold partner leadership accountable to KPIs, SLAs, quality standards, and staffing commitments.
• Own workforce planning and staffing models against forecast demand.
• Lead and develop the team through the Team Lead and senior specialists.
• Be accountable for the escalations programme.
• Translate the operating plan into daily execution.
• Coordinate with Logistics and Field Operations to deliver a seamless experience.

Required qualifications

• 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations
• 2+ years leading teams, vendors, or outsourced operations
• Experience managing operational KPIs and using data to fix performance problems
• Experience handling complex escalations and high-impact customer situations
• Strong vendor and stakeholder management skills
• Proficient in CRM and support tooling

Benefits

• Competitive compensation package
• Benefits
• Tonal product perks

About the company

Tonal is a mission-driven team with a passion for redefining strength training.