**IMPORTANT: ONLY APPLY FOR THIS JOB IF YOUR LAST ROLE WAS AT:
- An ecommerce brand with direct-to-consumer sales
- A 3PL with a focus on direct-to-consumer sales
- A consultancy specializing in operations or client care for ecommerce brands
Jetpack is a strategic logistics partner for fast growing ecommerce companies. With a focus on unparalleled client care and next-gen technology, Jetpack provides services across two key streams:
1. end-to-end global warehousing + fulfillment, and
2. final mile strategy + shipping solutions.
Jetpack is a fast-paced startup environment, and you’ll be a key member of this exciting, growing team.
Role Overview
Jetpack is looking for an Accounts & Operations Manager to support the growing number of amazing ecommerce brands on our roster. You will lead brand support and day-to-day operations providing real-time responses and communications with our clients via slack and email, ensuring they’re supported with daily activities and issues surrounding: inventory, receiving, fulfillment, picking and packing orders, tracking, escalations, technical hiccups, returns, etc.
The ideal candidate for this role has strong leadership skills, industry experience, and exceptional written and verbal communication skills. You’re the type of person who can lead a team, ‘hold down for the fort’, handle multiple open items and inquiries at once, and you’re not afraid to get into the weeds to solve a problem, or pick up the phone to make sure a client is taken care of. You love working with other people, your camera is always on by default for video calls, and people are drawn to your positive, can-do attitude.
Who You Are
- You have experience in brand operations, D2C fulfillment, and/or logistics and you’re eager to join a fast-growing team for your next long-term endeavour
- Your written communication never sounds like a canned response, it sounds like you. You communicate in plain language and avoid formal phrases and jargon. You take something complicated and make it easy to understand for both clients, partners, and team members.
- You can hold multiple things in your head clearly. Switching between clients, platforms, and issues doesn't faze you. You stay organized and show initiative to be sure nothing falls through the cracks.
- You can put yourself in someone else's shoes to communicate empathetically and clearly. You read between the lines, interpret questions in context, and give answers people can actually act on.
Roles and Responsibilities
- Help lead our brand care team and manage day-to-day support for client issues the moment they arise, managing their expectations and responding promptly to any issues or alerts related to receiving, warehousing, fulfillment, shipping, and customer care
- Coordinate communications across departments and external partners
- Work directly with our service provider partners and internal support contacts in order to troubleshoot issues quickly and advocate for our clients
- Lead the onboarding experience – from meetings between our clients and our onboarding support staff, to learning the platform, receiving, fulfilling, shipping, and beyond
- Lead quarterly meetings with our brands; solving issues, proposing solutions, and optimizing processes, rates, packaging, etc.
Experience
- Experience in brand/ecommerce operations, D2C fulfillment, and/or D2C logistics
- Experience leading a team
- Experience with data-oriented tasks, reporting, analytics, spreadsheets, etc.
- Experience with 3PL software, Shopify, WMS systems, ShipStation, inventory management tools, data analysis tools, or other shipping/logistics management tools, etc.
The Opportunity
- Starting Compensation: $65,000
- Variable compensation: Begins at 6 months, effective salary $70k+, fast growing.
- Fully remote position, use of your own work computers and devices expected
- Availability Monday - Friday, full-time hours where fast response-time is your first priority
- 2 weeks vacation allowance in first year, 3 weeks vacation every year afterwards
Pay: $65,000.00-$70,000.00 per year
Experience:
- Ecommerce Brand or Direct to Consumer Fulfillment: 2 years (required)
Work Location: Remote
