Fulfillment and Documentation Specialist (Contract)

About the role

We're looking for a detail-oriented Fulfillment and Documentation Specialist to support the day-to-day operations behind two critical platforms in our end-to-end user experience: our e-commerce platform and our learning management system (LMS). While our LMS delivers learning content, it also serves as our primary system for managing user groups, licenses, and access — and this role will be central to keeping both systems running smoothly for our members and partners. This position is focused on order fulfillment, license management, partner onboarding, building custom experiences for key accounts, and creating the SOPs that will guide these processes going forward. This is an excellent opportunity for someone who enjoys precise, process-driven work and wants to play a hands-on role in the rollout and operation of new platforms. This is a part time, 3-month contract position. The role is remote.

Responsibilities

• Configure new products for sale on the e-commerce platform
• Create and manage coupon and discount codes for promotions, partnerships, and special offers
• Fulfill bulk orders placed through the e-commerce platform, ensuring accuracy and timely processing
• Troubleshoot order and fulfillment issues, escalating as needed
• Create and manage new licenses for bulk purchases and partner accounts
• Set up and maintain user groups within the LMS to support access and reporting needs
• Ensure license allocations are accurate and align with order and contract details
• Onboard new partners across both platforms, including account setup, license provisioning, and initial configuration
• Serve as a point of contact for partner questions related to access, licensing, and fulfillment
• Build and maintain clear onboarding documentation and checklists
• Configure custom experiences within the e-commerce and LMS platforms for specific partners, cohorts, or bulk purchasers
• Collaborate with the Senior Director and broader UX team to ensure custom setups align with the overall user experience
• Create and maintain SOPs for new partners and IMA staff covering fulfillment, licensing, coupon/discount setup, onboarding, and custom experience configuration
• Keep documentation current as processes and platforms evolve
• Document known issues, workarounds, and platform quirks to support continuity and training
• Collaborate with the data team and product leadership to report on the outcomes of delivered partnerships
• Provide accurate, timely data on fulfillment, licensing, and onboarding activity to support partnership reporting

Requirements

• Experience with data management, customer data, or similar systems-based, detail-heavy work (no specific e-commerce or LMS platform experience required — we'll train on our tools)
• Strong attention to detail and comfort with repetitive, process-driven tasks where accuracy matters
• Ability to follow — and improve — documented processes
• Clear written communication skills, with experience writing SOPs or process documentation for both internal staff and external partners
• Comfortable collaborating cross-functionally with data and product teams on reporting
• Comfortable working independently in a part-time capacity, with regular check-ins with the Senior Director
• Experience supporting B2B or bulk/partner accounts is a plus
• Experience during a platform rollout or migration is a plus, but not required

Why this role matters

This role sits at the intersection of two platforms critical to our members' and partners' experience. The person in this seat will directly shape how smoothly new partners get up and running, how accurately bulk orders and licenses are fulfilled, and how well-documented our processes are for the team long-term.