Fulfillment Operations Associate

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Assign experts to projects based on their skills, availability, and specific project needs.

• Maintain a balance between supply and demand to ensure projects are staffed promptly and experts stay engaged.

• Facilitate expert activation from the matching process through to kickoff, guidelines, initial tasks, and ramp-up.

• Minimize time lost and drop-offs during the activation phases.

• Take responsibility for expert satisfaction, NPS, and retention throughout the network.

• Develop policies, systems, and SOPs that foster an exceptional expert experience.

• Ensure that stakeholders in projects, operations, engineering, and finance adhere to fulfillment processes.

• Oversee the complete onboarding and offboarding processes, including contracts, background checks, access provisioning and deprovisioning, systems setup, and ensuring smooth exits.

• Manage relationships and workflows with software tools, background-check providers, payment and contracting platforms, and service providers.

• Identify bottlenecks in fulfillment and create tooling and automation for matching, access grants, contract issuance, verification, and status tracking.

⛳️ Requirements

• Proven experience in managing fulfillment, delivery operations, or onboarding contractors/experts at scale.

• Demonstrated metrics for volume, speed, and cost regarding personnel transitioned through an operational pipeline.

• Experience in owning and enhancing NPS, CSAT, or retention for a network of experts, contractors, users, or similar entities.

• Strong operational discipline, including documentation, trackers, SOPs, and effective handoffs.

• Capability to build, troubleshoot, and deliver with minimal oversight.

• Ability to drive cross-functional follow-ups effectively.

• Experience in delivery operations, program operations, or fulfillment within a talent marketplace, staffing/expert network, or data-labeling/human-data company is preferred.

• Experience managing expert, contractor, or customer success functions at scale is advantageous.

• Background in operations, Chief of Staff, or business operations roles at a rapidly scaling startup is beneficial.

• Familiarity with marketplaces, matching systems, or multi-step onboarding processes is a plus.

• Interest in utilizing AI tools to enhance productivity for individuals and teams.

• Must have legal authorization to work in the United States.

• Must indicate if US immigration sponsorship is necessary.

🏝️ Benefits

• 25% performance-based bonus.

• Equity opportunities.

• High ownership with minimal processes, allowing for real impact.

• Collaborate with engineers and researchers who are building AI-native systems.