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…