Operations Associate

## Keep Growing with Nutrafol We’re a growing company. Everything we do, we do to help people grow into the best version of themselves. As the pioneers of hair wellness, we create clinically tested products for hair growth and provide support for people at every step of their hair journey. Our multi-factorial approach targets key root causes of hair thinning using a patented blend of standardized vitamins, minerals and natural ingredients -- and is recommended by over 7,500 physicians and hair professionals for trusted, reliable results. We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation. Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow. **About You:** No two days will look the same as an Operations Associate. One morning you're catching fraudulent orders before they slip through; by the afternoon you're untangling a shipping delay with one of our 3PL partners. You’re a strategic thinker and self-starter who adapts easily to pivots and changing priorities, and comfortable wearing multiple hats. If you are a natural problem solver who’d rather figure things out than wait to be told what to do, this is your kind of job! You're technically savvy, detail-oriented, and energized by solving complex operational puzzles. You'll partner closely with fulfillment centers, shipping carriers, offshore teams, and our internal Customer Experience and Supply Chain teams to keep orders moving - often shifting priorities within the same day. This role has a set Tuesday–Saturday work schedule, 8:30am–5:30pm ET, and reports to our Sr. Manager, Fulfillment Operations. It's a remote role based in the United States, and candidates must be able to work Eastern Time business hours to align with our team and external partners. **Responsibilities**: **DTC Responsibilities:** - Perform daily fraud screening on orders, flagging any for secondary verification before releasing. - Handle and maintain e-commerce, fraud, payment gateway, and 3PL systems (Magento, Kount, , and PayPal preferred). - Handle all fulfillment and shipping issues, working closely with 3PL vendors. - Assist and troubleshoot any system issues raised by the customer experience team. - Triage new projects and issues internally before escalating to the development team. - Ensure all orders are fulfilled and tracking is reported to the system in a timely manner. - Handle all order errors and returns. - Liaise directly with the Card Processing Team on account specifics. - Process and submit documentation for chargebacks. - Learn and handle the tasks needed for B2B and Retail channels. - Investigate potential order and system errors. - Maintain general knowledge of data handling. - Own assigned operational queues, proactively monitoring workload to ensure timely resolution in accordance with established SLAs and performance expectations. **B2B Responsibilities:** - Handle all fulfillment and shipping issues, working closely with the fulfillment centers. - Ensure all orders are fulfilled in a timely manner. - Review and release verified orders. - Work 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. - Investigate potential order errors, returns, and chargebacks. **Requirements**: - 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 - You are detail-oriented, with strong organizational and time-management instincts - You have the ability to manage multiple projects under tight deadlines and adapt to changing priorities - You’re entrepreneurial: you follow your own projects and ideas through to execution, not just to hand-off - You have 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. - A flexible mindset, willing to accommodate potential after-hours coverage as needed. Nutrafol takes into consideration a wide range of factors in final compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package. Salary Range: $60,000—$70,000 USD #### **Perks & 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 *California residents may review our CCPA notice [here](https://docs.google.com/document/d/e/2PACX-1vQZ6uqrFPkPGgoxOBZ_yGalkC5BeQQCNfm5y-7lgIHXP-bX6c7sh5PnuXJy09uSLQ/pub).*