Operations Lead, Care

Tonal
Toronto
Workplace: HybridFull timeCAD 78,000 - 95,000 annuallyFunction: Business OperationsExperience: 3-5 yearsSkills: ["Project coordination","Stakeholder management","Communication","Problem-solving","Data-driven decision making"]

Lead cross-functional operational workstreams for the Customer Care organization, turning process, systems, customer journey, and team issues into scalable solutions. Coordinate projects end-to-end—from problem definition and workflow analysis to implementation, launch readiness, and ongoing improvement. Build automations and self-service experiences, connect systems via APIs and integrations, and measure impact using operational metrics, dashboards, and frontline feedback.

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FursaFursa
Tonal
Tonal
15 hours ago

Operations Lead, Care

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead cross-functional operational workstreams for the Customer Care organization, turning process, systems, customer journey, and team issues into scalable solutions. Coordinate projects end-to-end—from problem definition and workflow analysis to implementation, launch readiness, and ongoing improvement. Build automations and self-service experiences, connect systems via APIs and integrations, and measure impact using operational metrics, dashboards, and frontline feedback.
Location: Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Lead operational workstreams across Customer Care from problem definition through implementation, launch, and ongoing improvement.
  • •Simplify processes to reduce manual work and improve customer and advocate experiences while increasing operational efficiency.
  • •Build and improve automations and self-service experiences, including digital support tools and troubleshooting journeys.
  • •Work with APIs, integrations, and support platforms to connect systems, surface information, and automate repetitive workflows.
  • •Act as project lead for assigned initiatives, coordinating stakeholders, requirements, timelines, dependencies, testing, launch readiness, and follow-up.

Pay and Benefits

Salary: CAD 78,000 - 95,000 annually

Key Requirements

  • •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.
  • •Comfort working across process and technology, using workflow changes, automation, tooling, or combinations to solve problems.
  • •Hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, and technical curiosity to learn new systems quickly.
  • •Strong project coordination skills across stakeholders, timelines, requirements, dependencies, testing, and launch activities.
Experience:3-5 yearsCustomer supportCustomer operationsBusiness operationsAutomationSelf-serviceSupport operationsProgram management
Skills:Project coordinationStakeholder managementCommunicationProblem-solvingData-driven decision making
Tech Stack:APIsIntegrationsAutomation toolsSelf-service toolsFormsGuided flowsTroubleshooting journeysChat experiencesDigital support toolsLow-codeNo-codeSalesforceStonlyZendeskIntercomSQLBusiness intelligenceOperational dashboardsChatbotsWebhooks

Company Brief

Tonal
Designs and sells a connected home strength-training system combining digital weight hardware, personalized coaching, and AI-driven workouts. Tonal offers subscription-based fitness programming, performance tracking, and guided resistance training for at-home users.
Industry: Fitness
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn