Job Description
Editorialist is a luxury fashion and personal styling platform built for ultra-high-net-worth clients in the US market. We manage the full order lifecycle — from procurement and vendor coordination to final delivery — on behalf of clients who expect flawless execution every time. Our operations run 18 hours a day, 7 days a week, across a distributed team spanning multiple countries and time zones.
We’re a small, high-performance team where every person has real ownership and visible impact. You won’t be a cog—you’ll be the person who keeps the engine running. We move fast, we document rigorously, and we hold ourselves to standards that match the caliber of clients we serve.
This is a role for someone who finds genuine satisfaction in precision, thrives in a remote-first environment, and wants to grow within an operations function that’s actively scaling.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
