Global Strategic Operations Manager - Scale Service Delivery

Good Company VC; New York (NY); Hybrid; USD 150,000 - 210,000; Full time

Job summary

TULU is seeking a dynamic Service Delivery leader to own field labor, routing, purchasing, repairs, and customer support across North America and Europe. You will drive cost efficiency, scalable processes, and a high-performance team in a fast-growing, global startup.

You will report to the COO/CFO, lead supervisors, and partner with Product and Engineering on tooling. Expect substantial budget responsibility and travel. Competitive salary and equity are offered.

Qualifications

• 3-6 years in operations, strategy, or generalist roles at a high-growth, on-demand business - fast commerce, delivery, ride sharing, micromobility, or a similar marketplace - including running a distributed field or gig workforce
• Direct people management experience, ideally leading frontline teams
• Demonstrated project and budget management skills - you have owned a budget and delivered complex projects on time and on cost
• Customer instinct - you know that every missed visit and unresolved ticket eventually shows up in a renewal conversation
• A build-the-system instinct - when you catch yourself doing something manually for the third time, your reflex is to automate it
• AI fluency - you already use AI tools in your day-to-day work and actively look for new places to apply them
• Bias for action - you set the strategy and you are unbothered about doing the work yourself
• Clear, direct communication - with your team, with a field operator who missed a visit, and with a building manager whose residents are unhappy
• Comfort operating in a fast-moving, semi-chaotic startup environment
• Willingness to travel across North America and Europe
• Experience at companies like DoorDash, Uber, Lyft, or Instacart - or in proptech or multi-unit hospitality - is a strong plus

Responsibilities

• Own the Service Promise - Ensure visits, stock, and fixes are delivered on schedule and to standard across all buildings
• Field Labor Management - Lead a distributed network of in-house and contract field operators across North America and Europe
• Routing & Coverage - Optimize routes and visit cadence against building needs, usage, and cost
• Purchasing & Restocking - Own procurement of restocking, consumables, replacement items, and spare parts
• Repair & Maintenance - Manage out-of-service lifecycle and repair-vs-replace decisions
• Customer Support - Oversee resident and building support, triage, routing, and resolution times
• Take Cost Out - Drive structural cost improvements across labor, repair, and purchasing
• Lead the Team - Manage supervisors and develop a scalable, systems-driven function
• AI-Enabled Ways of Working - Leverage AI to scale the team and automate repetitive tasks
• This position reports to senior leadership and offers direct budget ownership and impact on partner renewals

Job description

TULU is seeking a dynamic Service Delivery leader to own field labor, routing, purchasing, repairs, and customer support across North America and Europe. You will drive cost efficiency, scalable processes, and a high-performance team in a fast-growing, global startup.

You will report to the COO/CFO, lead supervisors, and partner with Product and Engineering on tooling. Expect substantial budget responsibility and travel. Competitive salary and equity are offered.