Operations Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct daily fraud screening on orders and flag them for secondary verification prior to release.

• Manage and maintain e-commerce, fraud detection, payment gateway, and 3PL systems, including Magento, Kount, Authorize.net, and PayPal.

• Oversee fulfillment and shipping challenges with 3PL vendors and fulfillment centers.

• Provide assistance and troubleshoot system issues reported by the Customer Experience team.

• Prioritize new projects and issues internally before escalating to development or other teams.

• Ensure orders are fulfilled and tracking information is promptly reported to systems.

• Address order errors, returns, chargebacks, and manage related documentation.

• Collaborate with the Card Processing Team regarding account specifics.

• Acquire knowledge and handle responsibilities for B2B and Retail channels.

• Investigate potential order and system discrepancies.

• Maintain a general understanding of data management practices.

• Own operational queues and oversee workload to ensure timely resolution in compliance with SLAs.

• Review and authorize verified orders.

• Collaborate with the Business Services Executive Team on shipping matters escalated by the Business Development Manager.

• Report directly to the Sr. Manager, Fulfillment Operations.

⛳️ Requirements

• Bachelor's degree or 2-5 years of experience in operations within an e-commerce or DTC company, or relevant experience with a brand.

• Familiarity with the e-commerce business model, encompassing fulfillment/shipping procedures, customer service, user experience, and business operations.

• Proficient in analyzing and documenting functional requirements for operational or e-commerce projects.

• Detail-oriented with strong organizational and time-management skills.

• Capable of managing multiple projects under tight deadlines and adapting to shifting priorities.

• Entrepreneurial mindset with the ability to carry projects and ideas through to completion.

• Proven experience as an effective communicator who can collaborate with Sales, Customer Experience, Marketing, and Supply Chain teams across all levels.

• Willing to travel both 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 advantageous.

• Flexible mindset with a willingness to accommodate potential after-hours support as required.

• Must reside in the United States and be able to work during Eastern Time business hours.

🏝️ Benefits

• Fully remote work environment.

• Comprehensive medical, dental, and vision benefits, including an FSA program.

• 401K plan with employer matching.

• Quarterly bonus program.

• Flexible paid time off (PTO).

• Two company-wide wellness breaks each day.

• Complimentary lunch provided every Tuesday and Thursday through Seamless/Grubhub.

• Monthly wellness stipend.

• Monthly internet stipend.

• Monthly cell phone stipend.

• Annual learning and development stipend.

• Free subscription to a meditation app (Headspace).

• Complimentary Nutrafol subscription.

• Discounts and benefits for pet insurance.