Operations Associate

About the role

About Our Client: The organization operates in the hair wellness industry, focusing on addressing hair thinning by targeting its root causes. It offers clinically tested products that combine standardized vitamins, minerals, and natural ingredients. These products are supported and recommended by over 7,500 physicians and hair professionals, reflecting a commitment to advancing hair science and supporting customers throughout their hair growth journey.

About the Opportunity: The Operations Associate role is integral to ensuring efficient order fulfillment and customer satisfaction. This position manages operational processes including fraud detection, shipping coordination, and issue resolution across direct-to-consumer and business-to-business channels. The role supports internal teams and external partners to maintain smooth operations, adapting to changing priorities within a fast-paced environment.

Responsibilities

• Perform daily fraud screening and flag orders for secondary verification.
• Manage e-commerce, fraud, payment gateway, and third-party logistics (3PL) systems.
• Coordinate fulfillment and resolve shipping issues with 3PL vendors and fulfillment centers.
• Assist customer experience team with system troubleshooting.
• Triage new projects and operational issues before escalating as needed.
• Ensure timely order fulfillment and accurate tracking updates.
• Handle order errors, returns, and chargeback documentation.
• Liaise with payment processing teams on account specifics.
• Support B2B and retail channel operations and order management.
• Monitor and manage assigned operational queues to meet service level agreements.
• Collaborate with business services and development teams on escalated shipping and order issues.

Requirements

• Bachelor's degree or 2-5 years of operations experience in e-commerce, DTC, or brand environment.
• Familiarity with e-commerce models including fulfillment, shipping, customer service, and business processes.
• Experience in analyzing and documenting functional requirements for operational projects.
• Strong attention to detail, organizational skills, and time management.
• Ability to manage multiple projects under tight deadlines and adapt to shifting priorities.
• Proactive and entrepreneurial mindset with follow-through on projects.
• Effective communication skills across teams and organizational levels.
• Willingness to travel for on-site audits and vendor visits.
• Experience with e-commerce tools such as Kount, Magento, Shopify, Skubana, or Salesforce is advantageous.
• Flexibility to provide after-hours coverage as necessary.

Pay

Salary Range: $60,000—$70,000 USD

Benefits

• Fully remote work experience
• Comprehensive medical, dental, and vision insurance including FSA program
• 401(k) with employer match
• Quarterly bonus program
• Flexible paid time off
• Wellness breaks twice daily
• Free lunch twice weekly via delivery service
• Monthly wellness, internet, and cell phone stipends
• Annual learning and development stipend
• Free meditation app membership
• Complimentary product subscription
• Pet insurance discounts and benefits