Operations Associate
About the Role
No two days will look the same as an Operations Associate. One morning you're catching fraudulent orders before they slip through; by the afternoon you're untangling a shipping delay with one of our 3PL partners. You're a strategic thinker and self-starter who adapts easily to pivots and changing priorities, and comfortable wearing multiple hats. If you are a natural problem solver who'd rather figure things out than wait to be told what to do, this is your kind of job! You're technically savvy, detail-oriented, and energized by solving complex operational puzzles. You'll partner closely with fulfillment centers, shipping carriers, offshore teams, and our internal Customer Experience and Supply Chain teams to keep orders moving - often shifting priorities within the same day.
Schedule: Tuesday–Saturday, 8:30am–5:30pm ET
Location: Remote (United States) – must be able to work Eastern Time business hours
Reports to: Sr. Manager, Fulfillment Operations
Responsibilities
DTC Responsibilities
- Perform daily fraud screening on orders, flagging any for secondary verification before releasing.
- Handle and maintain e-commerce, fraud, payment gateway, and 3PL systems (Magento, Kount, Authorize.net, and PayPal preferred).
- Handle all fulfillment and shipping issues, working closely with 3PL vendors.
- Assist and troubleshoot any system issues raised by the customer experience team.
- Triage new projects and issues internally before escalating to the development team.
- Ensure all orders are fulfilled and tracking is reported to the system in a timely manner.
- Handle all order errors and returns.
- Liaise directly with the Card Processing Team on account specifics.
- Process and submit documentation for chargebacks.
- Learn and handle the tasks needed for B2B and Retail channels.
- Investigate potential order and system errors.
- Maintain general knowledge of data handling.
- Own assigned operational queues, proactively monitoring workload to ensure timely resolution in accordance with established SLAs and performance expectations.
B2B Responsibilities
- Handle all fulfillment and shipping issues, working closely with the fulfillment centers.
- Ensure all orders are fulfilled in a timely manner.
- Review and release verified orders.
- Work closely with the Business Services Executive Team on shipping-related issues escalated by the Business Development Manager.
- Triage new projects and issues internally before escalating.
- Investigate potential order errors, returns, and chargebacks.
Requirements
- Bachelor's degree, or 2-5 years of experience in operations at an e-commerce or DTC company or experience working within a brand
- Knowledge of the e-commerce business model (i.e. fulfillment/shipping processes, customer service, user experience, business processes, etc.)
- Experience analyzing and documenting functional requirements for operational or e-commerce projects
- You are detail-oriented, with strong organizational and time-management instincts
- You have the ability to manage multiple projects under tight deadlines and adapt to changing priorities
- You're entrepreneurial: you follow your own projects and ideas through to execution, not just to hand-off
- You have demonstrated experience as a clear communicator who can work across teams: Sales, Customer Experience, Marketing, Supply Chain; at all levels
- Willingness to travel in-state and out-of-state for on-site audits and 3PL visits
- Hands-on experience with e-commerce tools such as Kount, Magento, Shopify, Skubana, or Salesforce is a plus
- A flexible mindset, willing to accommodate potential after-hours coverage as needed
Pay
$60,000—$70,000 USD annual base salary
Benefits
- Fully remote work experience
- Comprehensive medical, dental, and vision package, including FSA program
- 401K with employer match
- Quarterly Bonus Program
- Flexible PTO
- Two company-wide wellness breaks every day
- Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
- Monthly wellness stipend
- Monthly internet stipend
- Monthly cell phone stipend
- Annual learning & development stipend
- Free meditation app membership (Headspace)
- Free Nutrafol subscription
- Pet insurance discounts and benefits