Operations Lead, Care

The role

The Operations Lead, Care is a cross-functional operations generalist. This person will improve how the Customer Care organization works by solving operational problems through processes, systems, and automation.

What you will do

• Lead operational workstreams across Customer Care from definition through implementation.
• Identify opportunities to simplify processes and increase operational efficiency.
• Build and improve automations and self-service experiences.
• Work with APIs, integrations, and support platforms to automate workflows.
• Translate operational requirements into technical or process solutions.
• Act as a project lead for assigned Care initiatives.
• Support the rollout of new products, policies, tools, and operational programs.
• Partner with Care leadership and frontline teams to develop scalable solutions.
• Use customer contact data and operational metrics to measure impact.
• Build lightweight tools, dashboards, and workflows.

Required qualifications

• 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field.
• Experience independently driving operational projects or workstreams from problem definition through implementation.
• Comfortable working across both process and technology.
• Hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or technically curious and able to learn new systems quickly.
• Ability to understand technical concepts and work effectively with Engineering or technical teams.
• Ability to take an ambiguous operational problem and drive it toward a practical solution.
• Strong project coordination skills.
• Ability to analyze operational data and customer support trends.
• Understanding of customer support operations and how systems, workflows, policies, and frontline behaviors influence the customer experience.
• Comfortable working with multiple cross-functional teams and balancing competing requirements and priorities.
• Clear communication skills to translate between operational, technical, and business stakeholders.
• Proactive and resourceful in an environment where priorities evolve quickly.

Nice to have

• Experience working with customer support platforms, CRM systems, knowledge management tools, chat platforms, or self-service technologies.
• Experience building workflows using tools such as APIs, webhooks, automation platforms, or low-code/no-code solutions.
• Experience designing or improving chatbots, guided troubleshooting, customer self-service journeys, forms, or automated support experiences.
• Experience with Salesforce, Stonly, Zendesk, Intercom, or similar customer support technology.
• Experience working with SQL, business intelligence tools, or operational dashboards.
• Experience supporting customer service organizations with outsourced or BPO partners.
• Experience leading operational readiness for product launches, policy changes, or major business initiatives.
• Basic understanding of technical concepts such as REST APIs, JSON, authentication, data flows, or system integrations.

About the company

Tonal is a company that believes unique and varied lived experiences contribute to overall strength. They are dedicated to adding new perspectives to the team and designing employee experiences that contribute to growth.