Role overview
The Operations Associate keeps direct-to-consumer and business-to-business orders moving by reviewing fraud risks, resolving fulfillment problems, and coordinating shipping and payment issues. Reporting to the Senior Manager, Fulfillment Operations, the position works with fulfillment centers, carriers, offshore teams, Customer Experience, and Supply Chain. The role requires independent problem-solving and frequent shifts in priority, from screening an order to resolving a 3PL delay or troubleshooting an operational system.
Direct-to-Consumer Operations
- Screen orders for fraud daily, flagging those requiring secondary verification before release.
- Operate and maintain e-commerce, fraud, payment-gateway, and 3PL systems.
- Resolve fulfillment and shipping problems with 3PL vendors, ensuring timely fulfillment and tracking updates.
- Troubleshoot system issues raised by Customer Experience and investigate potential order or system errors.
- Triage new projects and issues internally before escalating them to the development team.
- Manage order errors and returns, work directly with the Card Processing Team on account details, and prepare and submit chargeback documentation.
- Learn and perform tasks supporting B2B and Retail channels and maintain general data-handling knowledge.
- Own assigned operational queues, monitor workloads proactively, and resolve work within established SLAs and performance expectations.
Business-to-Business Fulfillment
- Resolve fulfillment and shipping issues with fulfillment centers and ensure orders are completed on time.
- Review and release verified orders.
- Work with the Business Services Executive Team on shipping issues escalated by the Business Development Manager.
- Triage new projects and issues internally before escalation.
- Investigate order errors, returns, and chargebacks.
Required Background
- A bachelor's degree, or two to five years of operations experience at an e-commerce or DTC business, or experience working within a brand.
- Knowledge of e-commerce business models, fulfillment and shipping, customer service, user experience, and business processes.
- Experience analyzing and documenting functional requirements for operational or e-commerce projects.
- Strong attention to detail, organization, and time management, with the ability to manage several projects under tight deadlines and adjust to changing priorities.
- An independent, entrepreneurial approach that carries projects and ideas through execution.
- Clear communication across Sales, Customer Experience, Marketing, and Supply Chain and at all organizational levels.
- Willingness to travel within and outside the state for on-site audits and 3PL visits.
- Flexibility to provide after-hours coverage when needed.
Preferred tools experience
- Magento, Kount, Authorize.net, and PayPal for e-commerce, fraud, and payments.
- Hands-on use of e-commerce tools such as Kount, Magento, Shopify, Skubana, or Salesforce.
Schedule and Compensation
This is a remote position based in the United States, with a fixed Tuesday–Saturday schedule of 8:30 a.m.–5:30 p.m. Eastern Time. Candidates must be available during Eastern Time business hours to align with internal teams and external partners.
Annual base salary is USD60,000–USD70,000. The approximate hourly equivalent using 2,080 hours per year is USD28.85–USD33.65, calculated for comparison rather than offered as an hourly rate. Final compensation considers skills, experience, training, licenses and certifications, qualifications, education, and organizational needs. Base salary excludes additional benefits, perks, and applicable bonus eligibility.
Benefits
- Comprehensive medical, dental, and vision coverage, including an FSA program.
- A 401(k) with employer match and a quarterly bonus program.
- Flexible paid time off and two organization-wide wellness breaks each day.
- Lunch provided every Tuesday and Thursday through Seamless/Grubhub.
- Monthly wellness, internet, and cell phone stipends.
- An annual learning and development stipend.
- A Headspace meditation-app membership and a complimentary hair-wellness product subscription.
- Pet insurance discounts and benefits.
A CCPA privacy notice is available for California residents.