Strategic Operations Manager

Tulu, Inc.; New York (NY); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Base salary: $100,000 – $130,000 per?

Equity in the company

Medical, Dental and Vision

401k benefits

Office environment with fully stocked,

Team social events

Job summary

TULU is hiring anStrategic Operations Manager to run Service Delivery worldwide, overseeing field labor, routing, procurement, maintenance, and customer support. You’ll lead supervisors across North America and Europe, drive cost efficiency, and scale operations with AI-enabled processes.

You will directly influence service levels, vendor relationships, and the overall performance of our distributed field workforce as we expand into new markets.

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
• Analytical depth - cost per building, labor utilization, repair versus replace, service levels
• Customer instinct - you know that every missed visit and unresolved ticket eventually shows up in a renewal conversation
• A build-the-system instinct - automate repetitive tasks and hand the automation to your team
• AI fluency - you already use AI tools in your day-to-day work
• Bias for action - you set the strategy and are willing to do the work yourself when needed
• Clear, direct communication - with your team, field operators, and building managers
• Comfort operating in a fast-moving startup environment
• Willingness to travel across North America and Europe
• Experience at DoorDash, Uber, Lyft, or Instacart - or in proptech or multi-unit hospitality - is a strong plus

Responsibilities

• Own Service Delivery end to end: field labor, routing, purchasing and restocking, repair and maintenance, and customer support
• Lead an international team from day one through supervisors across field operations and CX
• Make the service perform at scale - better service, at a lower cost, with a team that grows through systems
• Use AI to scale output of a larger team and partner with Product and Engineering on tools
• Manage supervisors and build a function that runs on systems, not heroics
• Own cost-out initiatives: cost per building, labor, repair, purchasing

Job description

Strategic Operations Manager

New York | In person

About Us

TULU is revolutionizing the way people live by achieving a total understanding of their needs and behaviors. Our mission is to build the world’s most powerful product access and usage platform, driving smarter, more efficient, and sustainable consumption.

Our IoT‑powered, in‑building smart units provide on‑demand access to everything from vacuums and projectors to e‑scooters, VR headsets, and everyday essentials — complemented by usage‑based data and AI‑driven insights that personalize experiences.

Backed by $40M+ in funding, we are a post-Series A global company operating in 65+ cities across North America and Europe. We partner with the world’s largest landlords and brands, serving 200,000+ households — and every 15 seconds, someone around the globe is using TULU.

About the Role

Every TULU unit makes a promise to residents: the items work, the shelves are stocked, and when something breaks, it gets fixed fast. Keeping that promise every day, across two continents and a distributed field workforce, is what keeps our building partners renewing and expanding.

Reporting directly to the COO/CFO, you own Service Delivery end to end: field labor, routing, purchasing and restocking, repair and maintenance, and customer support. You lead an international team from day one through a group of supervisors across field operations and CX, and grow it as we scale.

The structure is in place. Your job is to make it perform at scale - better service, at a lower cost, with a team that grows through systems rather than headcount.

What you'll own

Own the Service Promise - Every building gets the visits, stock, and fixes it was promised, on schedule and to standard. Own service levels and visit quality across the portfolio, and know a building is slipping before the building does.

Field Labor Management - Lead a distributed network of in‑house and contract field operators across North America and Europe. Sourcing, onboarding, compliance, performance, coverage - no building goes uncovered, and every visit meets the bar.

Routing & Coverage - Optimize routes and visit cadence against building needs, usage, and cost. Scale coverage cleanly as new buildings go live and new markets open.

Purchasing & Restocking - Own service‑side procurement: shop restocking, consumables, replacement items, and spare parts. Balance availability against waste and cost, and decide what we stock, what we order, and how.

Repair & Maintenance - Keep rental items and units in service. Own the out‑of‑service lifecycle, repair‑versus‑replace economics, and repair vendors - and the root‑cause work that stops the same failure from happening twice.

Customer Support - Own resident and building support: triage, routing, response and resolution times. Close the loop with Customer Success so building partners always know where things stand.

Take Cost Out - Structural cost improvement is a core priority of this role. Cost per building, labor, repair spend, purchasing - own the numbers and make the service better and cheaper as we scale, not one at the expense of the other.

Lead the Team - Manage supervisors across core service delivery and CX, and through them an international team. Set clear ownership, develop your people, and build a function that runs on systems, not heroics.

AI-Enabled Ways of Working - Use AI to get the output of a much larger team out of a small one. Partner with Product and Engineering on the tools your team runs on, automate the repetitive work, and turn troubleshooting know-how into repeatable workflows.

TULU Is Not For Everyone

We’re looking for those with a strong sense of urgency to achieve great things in life. Overachievers who seek a place that fulfills their desire to expand personal and professional horizons through big challenges, hard work, bold responsibilities, purpose‑driven teamwork, and a willingness to fail and learn.

If that’s the kind of environment you’re looking for, applying to join TULU could be the best first step in your journey.

You also have

• 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 - you develop the people on your team and raise their ceiling, not just assign the work
• Demonstrated project and budget management skills - you have owned a budget and delivered complex, multi-stakeholder projects on time and on cost
• Analytical depth - cost per building, labor utilization, repair versus replace, service levels. You model it before you argue it
• 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 and hand the automation to your team
• AI fluency - you already use AI tools in your day-to‑day work and actively look for new places to apply them. No coding required, only curiosity and a willingness to experiment
• Bias for action - you set the strategy and you are unbothered about doing the work yourself when there is no one else to do it
• 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

Why Now?

You are joining right after we rebuilt Service Delivery around clear ownership, defined KPIs, and purpose-built tooling. The next 12 months are about making it perform at scale: higher service levels, lower cost per building, and an operating model that holds as the portfolio multiplies.

You will have a direct line to senior leadership, real budget ownership, and a function whose performance shows up directly in how our building partners renew and expand.

Benefits and perks

• Base salary: $100,000 – $130,000 per year, based on experience and scope
• Equity in the company
• Medical, Dental and Vision
• 401k benefits
• A collaborative in‑office environment with an open floor plan, fully stocked kitchen
• Fun company social events

TULU is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.