Strategic Operations ManagerNew York

Good Company VC; New York (NY); Ibrido; USD 150.000 - 210.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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

Mansioni

• 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

Descrizione del lavoro

Explore Opportunities in Mission-Driven Startups

TULU is revolutionizing the way people live by building a deep understanding of their needs and behaviors. Our mission is to build the world’s most powerful product access and usage platform, enabling smarter, more efficient, and more 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 the user experience.

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 some of the world’s largest landlords and brands, serving 250,000+ households - and every 10 seconds, someone around the world 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.

What We're Looking For

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

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.

Competitive salary, equity, and benefits.