Operations Associate

About Nutrafol

We’re a growing company dedicated to helping people grow into the best version of themselves. As pioneers of hair wellness, we create clinically tested products for hair growth and provide support for individuals 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. We are recommended by over 7,500 physicians and hair professionals for trusted, reliable results. Our commitment to innovation and wellness drives us to continuously challenge existing treatments and methodologies to advance hair science.

About You

No two days will look the same as an Operations Associate. You’ll tackle fraudulent orders, resolve shipping delays, and adapt to changing priorities as a strategic thinker and self-starter. If you’re a natural problem solver who prefers figuring things out independently, this role is for you!

You’re technically savvy, detail-oriented, and thrive on solving complex operational challenges. You’ll collaborate closely with fulfillment centers, shipping carriers, offshore teams, and internal teams like Customer Experience and Supply Chain to ensure seamless order processing, often shifting priorities within the same day.

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, Authorize.net, 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 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

• A 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 (e.g., 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: follow through on projects and ideas from start to finish.
• 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.