Senior Paper Operations Specialist

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

📋 Description

• Oversee the onboarding process for new vendors in collaboration with Legal, Accounts Payable, Procurement, and Data.

• Manage the execution and renewal of vendor contracts, as well as the creation of purchase orders.

• Handle billing processes, royalty tracking, payment monitoring, and reviews of printer invoice fees.

• Supervise printer facility capacity, operational risks, inventory management, production, and replenishment efforts.

• Assist in printer operations during peak periods and holidays, including the onboarding of new fulfillment centers.

• Oversee special orders and custom requests from clients.

• Manage relationships with shipping carriers, addressing service-level challenges and escalations.

• Coordinate cross-functional projects during shipping-related escalations.

• Submit, monitor, and resolve claims related to damaged, delayed, or lost orders.

• Analyze shipping costs and identify opportunities for financial optimization.

• Investigate, address, and prevent recurring order issues in collaboration with CX and printers.

• Provide recommendations for on-site, product, and printer optimizations based on analytical findings.

• Conduct quality control assessments and review customer feedback through the Voice of Customer program.

• Facilitate User Acceptance Testing (UAT) between printer partners and engineering teams.

• Communicate testing plans, timelines, resources, and payload specifications effectively.

• Develop test plans for new features and products.

• Maintain operational controls, escalation procedures, and decision-making criteria.

• Lead root-cause analysis and develop sustainable solutions across functional areas.

• Anticipate impacts on customers, costs, and capacity, escalating risks to leadership as necessary.

• Take ownership of reporting on order issues, shipping performance, and non-billable expenses.

• Create reprint reports and translate insights into recommendations for roadmaps and release readiness.

• Craft data-driven narratives to support leadership decision-making.

⛳️ Requirements

• 5–7 years of progressive experience in e-commerce operations, fulfillment, print production, supply chain management, carrier relations, or a similar operational field.

• Proven experience managing external vendors and operational partners, including printers, suppliers, and carriers.

• Experience in managing Service Level Agreements (SLAs), resolving escalations, ensuring vendor accountability, and fostering working relationships.

• Hands-on experience with vendor onboarding, invoice reconciliation, purchase orders, contract renewals, billing, and vendor cost analysis.

• Ability to identify discrepancies, maintain operational controls, and pinpoint cost-saving or margin-enhancing opportunities.

• Strong proficiency in Excel/Google Sheets and operational reporting.

• Capability to analyze large datasets, discern trends and root causes, and convey findings through clear recommendations.

• Familiarity with SQL, Business Intelligence tools, or other data analysis instruments is advantageous.

• Comprehensive understanding of the end-to-end e-commerce order lifecycle, including production, fulfillment, shipping, delivery, reprints, claims, and order exceptions.

• Experience collaborating with Product and Engineering teams on UAT, integrations, system modifications, and operational troubleshooting.

• Ability to translate operational needs into clear test plans, requirements, and acceptance criteria.

• Proficient in independently managing complex cross-functional projects; establishing operational controls; performing root-cause analyses; and implementing enduring process enhancements.

• Demonstrated ability to work effectively across CX, Product, Engineering, Finance, Legal, Accounting, Merchandising, Design, and global teams.

• Excellent communication and stakeholder management skills.

• Experience in print production, paper products, custom fulfillment, or e-commerce supply chain is highly preferred.

• Ability to develop fluency with AI tools relevant to the role and use them judiciously with sound judgment.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Retirement benefits

• Generous leave policies

• Fully remote work with no regular in-office requirements

• Intentional company and team gatherings

• Flexible time off

• Physical and mental wellness programs

• Virtual collaboration for roles that are not subject to in-office expectations

• Development of AI tools and fluency relevant to the work