Operations Associate (Order Processing & Fulfillment)

Role Overview

The Operations Associate (OA) is central to how we deliver for our clients. In this role, you’ll take end-to-end ownership of the order lifecycle — from procurement through to confirmed delivery — and you’ll take pride in getting it right every time. You hold yourself to a high bar, communicate clearly under pressure, and treat every order as a reflection of the standard we’ve built. You’ll work closely with teams across merchandising, finance, customer experience, and engineering to keep things moving and resolve issues before they become problems.

Domain: Order Lifecycle Management

Location: Remote — Based in the Asia Pacific region (India, Philippines, Bangladesh, or similar time zones preferred).

Working Hours: Shift-based on a 2-week rotating roster (afternoon and night shifts) within the 8:30 AM–1:30 AM UTC window, with 2 rotational days off per week.

Reporting Structure: Reports to the Assistant Manager of Operations; day-to-day shift guidance provided by Senior Associates

Experience: 3–5 years in operations, order management, or a related field

Key Responsibilities

1. Order Lifecycle & Execution

• Take total ownership of the order journey: procurement, payment verification, vendor communication, and dispatch tracking.

• Maintain rigorous documentation: real-time, time-stamped notes and mandatory proof uploads (receipts/screenshots).

• Verify critical data (SKUs, pricing, shipping) to eliminate gaps before final completion.

• Strictly adhere to defined Service Level Agreements (SLAs) at every stage.

2. Cross-Functional Coordination

• Proactively identify and resolve bottlenecks across teams — you drive issues to resolution rather than passing them along.

• Collaborate with the finance team on payment discrepancies and the customer support team on delivery delays.

• Report system issues to the engineering team with full context so problems get fixed, not just logged.

• Provide clear, structured shift handovers including a log of active escalations and pending cases.

3. Quality & Compliance

• Hold yourself to a high standard of accuracy across payment verification and vendor confirmations.

• Continuously improve your knowledge of our processes and stay current as they evolve.

• Take feedback seriously and use it to raise your own bar — repeat errors are something you actively work to eliminate.

4. Vendor & Escalation Management

• Manage vendor relationships and track order SLAs to ensure timely delivery.

• Attempt first-level resolution on stalled orders before escalating to Senior Associates, with a full summary of actions already taken.

• Hand off shifts with structured notes so the next associate can pick up seamlessly.

How Success Is Measured

This is a metrics-driven role. You’ll be measured on accuracy, timeliness, and documentation quality.

95%+ Accuracy Score & 90%+ Task Error Score within the first 30 days, plus SLA adherence, error rate, and documentation completeness tracked ongoing.

Days 1–30: Shadow order processing workflows and build foundational accuracy

Days 31–60: Take on full order processing independently; begin managing internal and external communications

Days 61–90: Achieve full operational ownership, meet success metrics, and pass the process knowledge assessment with 90%+ accuracy

Who We’re Looking For

Experience: 3–5 years in operations, e-commerce order management, logistics, or a closely related field.

Detail Orientation: You catch what others miss and find genuine satisfaction in accurate, complete work.

Clear Communication: You give concise, data-backed updates and flag issues with context, not just alerts.

Ownership Mentality: You don’t consider an order done until it’s successfully fulfilled and documented.

Tech Comfort: Comfortable working in order management systems and confident reporting bugs with enough detail for engineering to act on.

Availability: Able to commit to shift-based work within the 8:30 AM–1:30 AM UTC window, including rotational weekend coverage.