Operations Associate

Ana Luisa is a direct-to-consumer jewelry company based in Brooklyn, NY. We bring exceptional jewelry into the life of every woman. Our founders come from the world of high-fashion jewelry, where they’ve spent years designing for some of the most coveted brands. Our mission is to change the way jewelry is designed, made and enjoyed across the world.

Multichannel Operations Associate is responsible for executing and optimizing operational workflows across Direct-to-Consumer (D2C), Retail, Wholesale, and Marketplace channels. This role ensures smooth order fulfillment, marketplace onboarding, returns and warranty management, and third-party logistics oversight. This is a temporary Contract role for an estimated 9 month period with hybrid work schedule.

The position requires strong cross‑functional coordination with Marketing, Marketplace, Customer Experience, Finance, and external partners (including 3PL) to maintain operational efficiency, SLA adherence, and cost controls.

• Oversee daily order fulfillment across Shopify (D2C), Retail, Wholesale, and Marketplace channels.
• Monitor SLA performance and elevate delays with 3PL partners.
• Coordinate with Marketing and Marketplace teams to plan for volume spikes and peak season forecasting.
• Manage inventory alignment including pre‑orders, out‑of‑stock scenarios, and prioritization logic.
• Develop corrective action plans when fulfillment performance deviates from expectations.

• Lead operational onboarding for new Marketplace channels, including platform integration coordination, carrier mapping and logistics setup, and segment configuration.
• Exception management (returns, cancellations, packing slips, prepaid labels).
• Partner with cross‑functional teams and external marketplace stakeholders to ensure seamless launches.
• Maintain and update a centralized Marketplace Operations Tracker.
• Develop and manage an operational knowledge base detailing platform requirements, SLAs, and channel‑specific workflows.

• Oversee return receiving processes in partnership with 3PL providers.
• Ensure compliance with Marketplace return SLAs and documentation requirements.
• Support implementation and operationalization of global warranty programs.
• Improve exception workflows related to specialized programs (e.g., premium materials, donations, keep‑item policies).
• Collaborate with Customer Experience to enhance post‑purchase workflows.
• 3PL Invoice Oversight & Dispute Management.
• Review and reconcile 3PL invoices against contractual SLAs.
• Identify billing discrepancies and manage dispute submissions.
• Maintain structured tracking of invoice audits and resolution status.
• Partner with Finance to ensure cost transparency and recovery of improper charges.

• 1–2 years of experience in Operations, Supply Chain, eCommerce Operations, or Marketplace Operations.
• Experience working with a 3PL (preferably Shipmonk or similar fulfillment provider).
• Familiarity with Shopify and Marketplace platforms.
• Exposure to SLA management and fulfillment performance monitoring.
• Experience managing returns, exception workflows, or warranty processes.
• Basic financial acumen related to invoice review and cost reconciliation.
• Proficiency in Excel or Google Sheets (tracking, reconciliation, operational reporting).
• Experience with inventory management and forecasting coordination.
• Familiarity with automation tools and operational tracking systems.
• Proactive problem‑solving mindset.
• Ability to manage multiple channels simultaneously.