The posting
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.
- Identify opportunities to simplify processes, reduce manual work, improve customer and advocate experiences, and increase operational efficiency.
- Build and improve automations and self-service experiences, including forms, guided flows, troubleshooting journeys, chat experiences, and other digital support tools.
- Work with APIs, integrations, and support platforms to connect systems, surface information, and automate repetitive operational workflows.
- Translate operational requirements into practical technical or process solutions, partnering with Engineering, Product, IT, vendors, or other teams when deeper technical support is required.
- Act as a project lead for assigned Care initiatives, coordinating stakeholders, requirements, timelines, dependencies, testing, launch readiness, and follow-up.
- Support the rollout of new products, policies, tools, and operational programs by assessing Care impact and coordinating required readiness activities.
- Partner with Care leadership and frontline teams to understand recurring operational challenges and develop scalable solutions.
- Use customer contact data, operational metrics, workflow performance, and frontline feedback to identify opportunities and measure the impact of changes.
- Build lightweight tools, dashboards, workflows, or operational solutions when appropriate rather than relying exclusively on manual processes.
- Support the development and optimization of Tonal’s digital self-service ecosystem, including the public knowledge experience, automated workflows, and customer-facing support journeys.
- Partner with Content and Enablement owners on initiatives that require changes to customer-facing or internal knowledge, while maintaining clear ownership within those functions.
- Document new processes and ensure operational changes are clearly communicated, tested, and adopted by affected teams.
- Identify risks, blockers, and dependencies early and work with stakeholders to drive them toward resolution.
- Manage multiple concurrent workstreams and adjust priorities based on customer impact, operational needs, and business priorities.
- Continuously look for opportunities to improve how Care uses technology, automation, data, and processes to operate more effectively.
WHO YOU ARE
- You have 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field.
- You have experience independently driving operational projects or workstreams from problem definition through implementation.
- You are comfortable working across both process and technology and can determine when a problem should be solved through workflow changes, automation, tooling, or a combination of approaches.
- You have hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or you are technically curious and able to learn new systems quickly.
- You can understand technical concepts and work effectively with Engineering or technical teams.
- You can take an ambiguous operational problem, break it into manageable components, and drive it toward a practical solution.
- You have strong project coordination skills and can manage stakeholders, timelines, requirements, dependencies, testing, and launch activities.
- You can analyze operational data and customer support trends to identify problems and evaluate whether a solution is working.
- You understand customer support operations and how systems, workflows, policies, and frontline behaviors influence the customer experience.
- You are comfortable working with multiple cross-functional teams and balancing competing requirements and priorities.
- You communicate clearly and can translate between operational, technical, and business stakeholders.
- You are proactive, resourceful, and comfortable working in an environment where priorities and problems evolve quickly.
- You know when to solve a problem independently and when broader technical, operational, or leadership alignment is required.
EXTRA CREDIT
- 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.
WHAT SUCCESS LOOKS LIKE
Success in this role means Care is able to solve operational problems faster and with more scalable solutions. Processes become simpler, manual work is reduced, customer and advocate journeys improve, and teams are better able to use technology and automation to support growth.
The Operations Lead becomes a flexible resource that Care can deploy against high-priority operational problems rather than being limited to a single functional area.
At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!
Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, [email protected]. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.
