Operations Associate

12month Fixed Term Contract

The Operations Associate is a vital coordinating and operational assistance role within the D2C Operations team. You will be instrumental in supporting the team's daily functions and operational readiness by assisting with reporting, system administration, and essential support tasks that keep our D2C services running smoothly.

In this role, you will be the backbone of our operational support, focusing on:

• Vendor Governance and Performance: Provide foundational and logistical support for our Business Process Outsourcing (BPO) vendor. This includes coordinating meetings and strategy calls, and critically, monitoring and reviewing the BPO support center’s daily performance to ensure they achieve set Service Level and Turnaround Time targets.

• Operational Reporting & Analysis: Generate and format regular, essential reports on key operational metrics and distribute them to relevant stakeholders to support data-driven decision-making.

• System and Data Integrity: Assist with the administration of internal systems, particularly Salesforce, by managing user access, assisting with data entry, and providing basic technical support to team members.

• Issue Escalation and Support: Act as a key escalation point of contact for the BPO support center, troubleshooting minor issues, and ensuring complex problems are escalated efficiently to the correct internal teams.

• Documentation and Knowledge Management: Ensure all operational process documents and files are properly organized, updated, and reviewed regularly, maintaining version control and compliance with record-keeping standards.

• Communication Coordination: Draft internal announcements, update shared team communication channels, and help manage communications with external partners and vendors to ensure efficient information flow.

• Ad-Hoc Operational Support: Take on various special projects, data clean-up efforts, and other critical tasks as needed to support the dynamic needs and business goals of the Operations team.

• A minimum of one (1) year of experience in an administrative, coordination, or support role, preferably in a corporate environment.

• Strong organizational skills and impeccable attention to detail are non-negotiable for success in this role.

• Proficiency in Office Suite tools, preferably the Google Workspace (G Suite).

• Excellent written and verbal communication skills with the ability to clearly convey information to internal and external partners.

• The ability to work independently to manage daily tasks while also being a collaborative team player.

• Direct experience with Salesforce or another similar Customer Relationship Management (CRM) or operational support system.

• Prior experience in a role that directly involved BPO or vendor management, including monitoring performance metrics.

• Proven ability to not just run reports, but to interpret data to identify trends and suggest improvements to operational processes.

• Familiarity with the operations of a Direct-to-Consumer or e-commerce business environment.

• A demonstrated ability to take initiative and identify opportunities to improve team efficiency without being prompted.

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