Senior Paper Operations Specialist

Job description

**ABOUT US** In more than ten countries around the world, The Knot Worldwide champions the power of celebration. Our global family of brands provide best-in-class products, services and content to take celebration planning from inspiration to action. At the core of our business is our industry-leading global online wedding Vendor Marketplace, connecting couples with local wedding professionals and a comprehensive suite of personalized wedding websites, planning tools, invitations, and registry services that make wedding planning easier for couples around the globe. Each year, we connect more than 4.5 million users with around 900,000 global small businesses through our Vendor Marketplace. **LIFE AT TKWW** At The Knot Worldwide, we believe in doing work that matters. Each year, we help millions of couples around the world celebrate life’s most meaningful moments, while also helping hundreds of thousands of global small business owners get discovered and scale. Life here means working alongside a team that cares deeply, not just about the work you do, but about the life you live. We prioritize employee well-being and development through meaningful opportunities for growth, and we celebrate milestones and wins in a big way. After all, celebrations are what we do best. ## **About the Role and Our Team** The **Senior Paper Operations Specialist** is responsible for ensuring operational excellence across order fulfillment, shipping, and printer partnerships. As a critical Individual Contributor (IC), this role serves as the central point of coordination between Customer Experience (CX), Printers, Carriers, and internal product/engineering teams to identify issues, implement reporting and controls, and drive continuous improvements in quality, service levels, and cost efficiency. Through strong partnership management, data-driven reporting, and proactive issue resolution, you will help deliver a reliable, high-quality customer experience at scale. You will provide essential operational insights, proactively identify risks and opportunities, manage day-to-day financial operations for print vendors, and serve as a trusted operational partner to cross-functional teams. ## **Key Responsibilities** ### **Financial & Administrative Operations** - Manage new vendor onboarding and collaborate closely with cross-functional partners (Legal, Accounts Payable, Procurement, and Data). - Oversee contract execution, renewals, and Purchase Order (PO) creation for vendor partners. - Manage monthly and bi-weekly billing processes, royalty tracking (e.g., Netflix, VW), and overall payment tracking. - Conduct detailed reviews and tracking of monthly printer invoice fees to ensure accuracy. ### **Printer Partnership & Capacity Management** - Establish and monitor printer facility capacity and operational risks, escalating issues and implementing remediation plans as needed. - Monitor product inventory (including sample kits and envelopes) and coordinate production and replenishments. - Partner with printers to support peak and holiday operations, ensuring total readiness and rapid issue resolution during high-volume periods. - Support the onboarding of new fulfillment facilities, ensuring strict alignment on shipping standards, processes, and service level agreements (SLAs). - Manage special order needs and custom requests (e.g., Marketing requests). ### **Shipping & Carrier Management** - Manage day-to-day shipping carrier relationships (including Core Trust and FedEx), serving as the primary point of contact for service-level issues and escalations. - Project management across CX, Product, Engineering, and Business teams when shipping escalations occur to mitigate negative impacts on the customer experience. - Oversee the submission, tracking, and resolution of shipping claims for damaged, late, or lost orders; identify patterns to influence operational changes. - Track and analyze shipping costs continuously to identify risks, trends, and financial optimization opportunities. ### **Customer Experience & Order Issue Management** - Partner closely with Customer Experience (CX) and Printers to investigate, resolve, and prevent recurring order issues. - Drive recommendations for on-site, product development, and printer optimizations to continuously enhance the customer experience based on direct findings. - Conduct regular on-site and system-based quality controls to ensure the accuracy of information, ease of use, and overall functionality of the shipping experience. - Review Voice of Customer (VOC) feedback systematically to understand customer challenges and identify recurring shipping/fulfillment pain points. ### **UAT, Testing & Cross-Functional Enablement** - Facilitate the preparation and execution of User Acceptance Testing (UAT) between external printer partners and internal engineering teams. - Communicate testing plans, timelines, required resources, and payload requirements clearly to all stakeholders. - Establish comprehensive test plans for new features and products, ensuring appropriate participation and coverage across teams. - Act as the primary liaison between external printer partners and internal teams to ensure smooth testing, feedback collection, and rapid issue resolution. - Establish and maintain operational controls, escalation frameworks, and decision criteria to proactively manage fulfillment, shipping, and partner risks. - Identify systemic operational gaps and lead root-cause analyses that drive durable, cross-functional solutions rather than temporary fixes. - Anticipate downstream customer, cost, and capacity impacts of product changes, partner shifts, or volume fluctuations, and raise risks early to leadership. ### **Reporting, Analytics & Insights** - Own reporting and analysis related to order issues, ship time performance, and non-billable costs (working alongside reporting support to surface trends and inform improvements). - Develop reprint reporting to better understand customer issues, print quality, and discrepancies. - Translate operational insights into clear, actionable recommendations that influence roadmaps, prioritization, and release readiness. - Frame data-driven narratives that help leaders understand tradeoffs and make informed decisions, ensuring reporting answers the "why" and "what next," rather than just the "what happened." ## **Requirements & Qualifications** - **Experience Level:** 5–7 years of progressive experience in e-commerce operations, fulfillment, print production, supply chain, carrier management, or a related operational function, ideally in a Senior IC capacity. - **Operational & Vendor Management:** Proven experience managing external vendors and operational partners, including printers, suppliers, and/or carriers. Experience managing SLAs, resolving escalations, driving vendor accountability, and building strong working relationships. - **Financial & Contract Operations:** Hands-on experience with vendor onboarding, invoice reconciliation, purchase orders, contract renewals, billing, and vendor cost analysis. Demonstrated ability to identify discrepancies, manage operational controls, and identify cost-saving or margin-improvement opportunities. - **Data & Analytics:** Strong proficiency in Excel/Google Sheets and operational reporting, with the ability to analyze large datasets, identify trends and root causes, and translate findings into clear recommendations. Experience with SQL, BI tools, or other data-analysis tools is a plus. - **Order Lifecycle & Customer Experience:** Strong understanding of the end-to-end e-commerce order lifecycle, including production, fulfillment, shipping, delivery, reprints, claims, and order exceptions. Ability to connect operational issues to customer experience and business impact. - **UAT & Technical Operations:** Experience partnering with Product and Engineering teams on UAT, integrations, system changes, and operational troubleshooting. Ability to translate operational requirements into clear test plans, requirements, and acceptance criteria. - **Project Management & Process Improvement:** Demonstrated ability to independently manage complex, cross-functional projects; establish operational controls; conduct root-cause analyses; and implement sustainable process improvements. - **Cross-Functional Collaboration:** Proven ability to work effectively across CX, Product, Engineering, Finance, Legal, Accounting, Merchandising, Design, and offshore/global teams. Strong communication and stakeholder-management skills are essential. - **Domain Expertise:** Experience in print production, paper products, custom fulfillment, or e-commerce supply chain is highly preferred. **WORK MODEL:** This role is fully remote and not tied to any specific office location. While there are no regular in-office requirements, we encourage our remote team members to gather intentionally for key company and team events to stay connected and engaged. #LI-Remote #support Starting pay is determined based on a combination of factors which may include location/market, education, experience, skills, and other qualifications of the successful candidate. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, commissions, equity or sales incentives, if applicable. We also offer benefits to eligible employees including medical, dental, retirement, and generous leave policies. Annual salary range $62,000—$117,521 USD **AI FLUENCY** At TKWW, AI is a tool that helps our teams work smarter, move faster, and spend more time on the work that matters most. We expect every employee, in every role, to build fluency with the AI tools relevant to their work, use them thoughtfully and with sound judgment, and bring curiosity as these tools keep evolving. This isn't about replacing our people's expertise — it's about equipping every employee to use AI to raise the bar on the work we do together. **WHAT WE LOVE ABOUT YOU:** - **Commit to our customers**: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments. - **Raise the bar:** You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision. - **Be all in:** You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully. - **Celebrate impact:** You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together. **WHAT YOU LOVE ABOUT US:** We provide meaningful, high-impact benefits designed to support the holistic well-being of our diverse workforce and help our people thrive both professionally and personally. From physical and mental wellness to flexible time off our programs are built around the moments that matter most. **TOGETHER@TKWW: OUR APPROCH TO HYBRID WORK** Together@TKWW is designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward. - **For Together@TKWW-eligible roles,** this includes regular in-office time to foster collaboration and connection. - **For roles not eligible for in-office expectations**, we support connection through virtual collaboration and intentional gatherings. To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England and New York, NY. _________________________________________________________________________________________________________________ **US Notice:** The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. **Privacy Notice:** The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our [Privacy Policy](https://tkww-jobpreview.my.canva.site/candidate-privacy-notice). If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.