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Tonal is seeking an Operations Lead for its Customer Care organization to drive operational improvements across processes, systems, customer journeys, and teams. This is a cross-functional generalist role that takes operational problems and transforms them into scalable solutions through project coordination, workflow analysis, automation, and technology implementation.
You will lead operational workstreams from problem definition through implementation and ongoing improvement. Key responsibilities include identifying opportunities to simplify processes and reduce manual work, building and improving automations and self-service experiences (forms, guided flows, troubleshooting journeys, chat), working with APIs and integrations to connect systems and automate workflows, and translating operational requirements into practical technical or process solutions in partnership with Engineering, Product, and IT teams.
Additional responsibilities include acting as project lead for Care initiatives, coordinating stakeholders and launch readiness, supporting product rollouts and policy changes, partnering with Care leadership and frontline teams to understand challenges, using customer data and operational metrics to identify opportunities, building lightweight tools and dashboards, supporting the digital self-service ecosystem, managing multiple concurrent workstreams, and documenting processes to ensure clear communication and adoption.
This role is designed for someone equally comfortable understanding operational problems, working with stakeholders to define solutions, and getting hands-on with systems and tools. You will be leveraged across Care priorities including self-service, automation, customer support tooling, process improvement, launch readiness, and content operations based on business needs.
REQUIREMENTS:
- 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or related field
- Experience independently driving operational projects or workstreams from problem definition through implementation
- Comfort working across both process and technology; ability to determine when problems should be solved through workflow changes, automation, tooling, or combinations
- Hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or strong technical curiosity and ability to learn systems quickly
- Ability to understand technical concepts and work effectively with Engineering or technical teams
- Ability to take ambiguous operational problems, break them into manageable components, and drive toward practical solutions
- Strong project coordination skills managing stakeholders, timelines, requirements, dependencies, testing, and launch activities
- Ability to analyze operational data and customer support trends to identify problems and evaluate solution effectiveness
- Understanding of customer support operations and how systems, workflows, policies, and frontline behaviors influence customer experience
- Comfort working with multiple cross-functional teams and balancing competing requirements
- Clear communication skills; ability to translate between operational, technical, and business stakeholders
- Proactive, resourceful approach; comfort in environments where priorities evolve quickly
- Judgment about when to solve problems independently versus when to seek broader alignment
EXTRA CREDIT:
- Experience with customer support platforms, CRM systems, knowledge management tools, chat platforms, or self-service technologies
- Experience building workflows using 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 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
