Tonal

Brand Designer

• Define and bring to life the next chapter of the Tonal brand
• Translate brand strategy, positioning, consumer insights, and business objectives into creative ideas and executions
• Set and evolve Tonal’s visual expression across the full customer journey
• Concept and design creative across campaigns, paid media, organic social, web, email, retail, events, and other brand touchpoints
• Lead creative development for integrated brand campaigns, product launches, partnerships, and key marketing moments from concept through execution
• Establish creative standards across design, typography, photography, video, motion, and storytelling
• Evolve visual identity, creative guidelines, systems, and templates
• Partner with Brand Marketing, Growth Marketing, external agencies, Product Marketing, E-commerce, Content, and other teams
• Develop and iterate performance creative using creative performance and consumer insights
• Translate Tonal’s technology, training intelligence, product benefits, and member outcomes into consumer stories
• Help build Tonal’s internal creative function and identify capabilities and resources
• Hire, manage, and develop creative talent over time
• Direct agencies, freelancers, photographers, directors, production partners, and other external resources
• Provide creative feedback while contributing hands-on to the work
• Report to the Senior Manager, Brand Marketing

Brand Design Lead

Operations

• Own daily delivery across all customer care tiers and channels, including phone, email, chat, and video
• Act as a player-coach, working directly in the queue to model best practices and coach specialists
• Set service levels, coverage models, workflow standards, and operational KPIs
• Own plans for SLA, CSAT, Average Handle Time, and First Contact Resolution
• Identify performance trends, operational risks, and root causes; build corrective action plans
• Lead performance reviews and operational business reviews with internal stakeholders and partner leadership
• Support incident and volume management during elevated contact periods, product issues, launches, and disruptions
• Serve as the day-to-day operational contact for Tonal’s outsourced partner
• Hold partner leadership accountable for KPIs, SLAs, quality, staffing, and brand voice
• Report weekly on Care Operations metrics to Logistics, Field Operations, and Care Leadership
• Own workforce planning, staffing models, capacity plans, and operating-budget assumptions
• Lead and develop the team through the Team Lead and senior specialists
• Own the escalations program and health, safety, and legal escalation chain
• Translate the operating plan into daily execution
• Partner with Care Enablement on troubleshooting SOPs, training, knowledge gaps, and tool updates
• Coordinate with Logistics and Field Operations to improve the end-to-end Member experience
• Represent Care Operations in cross-functional initiatives and launches

Manager, Care Operations

• Lead operational workstreams across Customer Care 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 digital support tools
• Work with APIs, integrations, and support platforms to connect systems, surface information, and automate repetitive workflows
• Translate operational requirements into technical or process solutions with Engineering, Product, IT, vendors, and other teams
• Coordinate Care initiatives, including stakeholders, requirements, timelines, dependencies, testing, launch readiness, and follow-up
• Support rollout of products, policies, tools, and operational programs by assessing Care impact and coordinating readiness activities
• Partner with Care leadership and frontline teams to develop scalable solutions to recurring operational challenges
• Analyze customer contact data, operational metrics, workflow performance, and frontline feedback
• Build lightweight tools, dashboards, workflows, and operational solutions
• Optimize Tonal’s digital self-service ecosystem, public knowledge experience, automated workflows, and customer-facing support journeys
• Partner with Content and Enablement owners on customer-facing and internal knowledge initiatives
• Document processes and ensure operational changes are communicated, tested, and adopted
• Identify risks, blockers, and dependencies and drive them toward resolution
• Manage multiple concurrent workstreams and adjust priorities
• Continuously improve Care’s use of technology, automation, data, and processes

Operations Lead, Care

Solutions Engineer

• Own end-to-end solutioning for initiatives across Tonal's Business Systems ecosystem, including NetSuite, Salesforce, iPaaS/integration layers, and connected applications
• Partner with Sales, Care, Operations, and Finance stakeholders to define systems strategy and document business requirements
• Analyze current-state processes and design improved future-state processes
• Facilitate design workshops and align functions with competing priorities
• Own solution design across NetSuite, Salesforce, and integrated applications, including build/configure/buy and native/custom trade-offs
• Assist technical leads with technical design documents, data models, integration patterns, and developer/implementation-partner direction
• Design iPaaS and custom integrations, including data schemas, error handling, reprocessing, and reconciliation
• Contribute to enterprise architecture decisions and the Business Systems roadmap
• Develop test strategies and test cases for functional, integration, regression, and UAT testing
• Execute and coordinate testing, including stakeholder UAT, and drive defects to resolution
• Lead solutions through cutover, hypercare, handoff to support, delivery, and adoption
• Troubleshoot process, application, and functional issues through root cause
• Establish solution design standards, documentation expectations, and SDLC discipline
• Apply governance practices covering change management, environment and release management, access controls, segregation of duties, and audit trails
• Develop and deliver end-user training and enablement
• Mentor analysts, developers, and administrators

Brand Design Lead

Manager, Care Operations

Operations Lead, Care

Staff Solutions Architect, Business Systems