Retail Process and Support Coordinator

Retail Process and Support Coordinator

Location: Remote

Travel: Up to 20% of the time, attending meetings in Washington DC and potential store travel

At Framebridge, we are disrupting the custom framing market by replacing a cumbersome experience with a delightful one. Our mission is to make framing so delightful, customers are inspired to frame everything they love—big, little and in between. We've framed over three million pieces and counting. We are building a beloved brand, and to be successful, we have to build a great team across a number of disciplines – ecommerce, retail, design, and manufacturing.

We are a consumer business operating online and in our growing fleet of retail stores. We operate multiple manufacturing studios that allow us to deliver a high-quality custom product at an affordable price with a quick turnaround. We exist, grow, and ultimately own the market by delighting customers who trust and value us.

We're seeking a Coordinator, Retail Processes and Support who will play a pivotal role in ensuring the smooth and efficient operation of our retail stores, managing store logistics and supplies, developing documentation and SOPs, and serving as a liaison between corporate teams and store personnel. This role reports to Director, Retail Processes and Operations.

As a Framebridge Team Member, You Will:
We stand behind our work, we sweat the details, and we strive for continuous improvement every day. We're proud to frame the things you love, and show pride in our product and craftsmanship.

We are creative and solution-oriented, flexible, and proactive. We adapt and act quickly, embracing an environment of constant change.

We embrace challenges with creative solutions and we know that collaboration is the only way to succeed. We set big goals and keep raising the bar together.

We take personal responsibility for delivering successful outcomes, not just completing tasks. We ensure every handoff is clear, complete, and sets the next teammates up to succeed.

We search everyday for opportunities to make our product and experience special. When you are building a business where every piece is priceless, making it special is core.

We are building a product and a business that are built to last. We work every day to build lasting relationships within our team and with our customers.

At Framebridge, our people are the heart of everything we build. We foster an inclusive, equitable, and collaborative environment where remarkable individuals take pride in their craft, elevate the customer experience, and are empowered to do the best work of their careers.

• Monitor store and district compliance across a wide range of KPI measures, customer satisfaction, and productivity standards — using data to surface trends, flag risks, and identify opportunities for improvement.
• Serve as administrator and subject matter expert for store-specific systems, both proprietary and vendor-supported, maintaining a working understanding of how those systems connect and how process changes affect them.
• Act as liaison between stores and HQ, helping to answer questions and support field team requests that come through direct messages, Slack, email, or surveys.
• Monitor task and compliance completion, generate reporting (e.g. task completion rates, customer sentiment metrics, payroll reporting, new product launch adoption), and share results with field leadership on a regular cadence.
• Work closely with factory logistics teams to support store…