[Hiring] Customer Operations Specialist, Store @Forma

Role Description

We are looking for a Customer Operations Specialist to grow and run our Store. In this role, you will help the growth and run daily operations of the Forma Store. You'll grow and manage existing vendor partnerships, design data-driven workflows, and own internal cross-functional projects driving improvements that scale our Store. We're looking for a resourceful builder who evolves operational processes, works with minimal supervision, and delivers high-quality outcomes as the Store evolves.

• Source, evaluate, and onboard new vendors, and renegotiate existing partnerships to enhance pricing, terms, and selection for members.
• Manage vendor relationships end-to-end through live calls and written communication, resolving issues and driving ongoing performance.
• Own cross-functional projects with product, engineering, and other internal teams, driving improvements grounded in what you see in operations.
• Identify, propose, and build new procedures and quality checks that keep the Store team fast and reliable.
• Track operational metrics, build the analyses and dashboards when needed, and use the data to drive every meaningful change.
• Own the daily operational backbone of the Forma Store, including order fulfillment, and member support ticketing.
• Act as the voice of our customers and members, bringing their feedback directly into the future product roadmap.

Qualifications

• Bachelor's degree or equivalent work experience preferred.
• Excellent written and verbal English communication skills.
• Experience in a fast-paced tech startup and fully remote work environment is preferred.
• Experience in employee benefits is a strong plus.
• Proven ability to build new processes and deliver end-to-end projects with minimal supervision.
• Hands-on experience in vendor management, partnerships, or contract negotiation.
• Strong independent and data-driven thinking, with the ability to break down ambiguous goals and analyze operational metrics.
• Flexibility to coordinate with global teams, and occasional peak-period monitoring.

Benefits

• Remote-first working environment
• MacBook
• $100 USD/mo - BeWell funds
• $300 USD - One time subsidy to build your home office
• $2000 USD/year - BeHealthy funds