[Hiring] Operations Associate @Nutrafol

Role Description

As an Operations Associate, you will experience a dynamic work environment where no two days are the same. Your responsibilities will include:

• Performing daily fraud screening on orders, flagging any for secondary verification before releasing.
• Handling and maintaining e-commerce, fraud, payment gateway, and 3PL systems (Magento, Kount, Authorize.net, and PayPal preferred).
• Managing fulfillment and shipping issues in collaboration with 3PL vendors.
• Assisting and troubleshooting system issues raised by the customer experience team.
• Triage new projects and issues internally before escalating to the development team.
• Ensuring all orders are fulfilled and tracking is reported to the system in a timely manner.
• Handling all order errors and returns.
• Liaising directly with the Card Processing Team on account specifics.
• Processing and submitting documentation for chargebacks.
• Learning and handling tasks needed for B2B and Retail channels.
• Investigating potential order and system errors.
• Maintaining general knowledge of data handling.
• Owning assigned operational queues, proactively monitoring workload to ensure timely resolution in accordance with established SLAs and performance expectations.

B2B Responsibilities include:

• Handling all fulfillment and shipping issues, working closely with the fulfillment centers.
• Ensuring all orders are fulfilled in a timely manner.
• Reviewing and releasing verified orders.
• Working closely with the Business Services Executive Team on shipping-related issues escalated by the Business Development Manager.
• Triage new projects and issues internally before escalating.
• Investigating potential order errors, returns, and chargebacks.

Qualifications

• Bachelor's degree, or 2-5 years of experience in operations at an e-commerce or DTC company or experience working within a brand.
• Knowledge of the e-commerce business model (i.e., fulfillment/shipping processes, customer service, user experience, business processes, etc.).
• Experience analyzing and documenting functional requirements for operational or e-commerce projects.
• Detail-oriented, with strong organizational and time-management instincts.
• Ability to manage multiple projects under tight deadlines and adapt to changing priorities.
• Entrepreneurial mindset: follows own projects and ideas through to execution, not just hand-off.
• Demonstrated experience as a clear communicator who can work across teams: Sales, Customer Experience, Marketing, Supply Chain; at all levels.
• Willingness to travel 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 a plus.
• Flexible mindset, willing to accommodate potential after-hours coverage as needed.

Requirements

• Salary Range: $60,000 — $70,000 USD.

Benefits

• Fully remote work experience.
• Comprehensive medical, dental, and vision package, including FSA program.
• 401K with employer match.
• Quarterly Bonus Program.
• Flexible PTO.
• Two company-wide wellness breaks every day.
• Free lunch on us every Tuesday and Thursday via Seamless/Grubhub.
• Monthly wellness stipend.
• Monthly internet stipend.
• Monthly cell phone stipend.
• Annual learning & development stipend.
• Free meditation app membership (Headspace).
• Free Nutrafol subscription.
• Pet insurance discounts and benefits.