Business Operations – Customer Experience

Website OpenStore

OpenStore is Keith Rabois’ Miami-based Series B startup valued at reportedly more than $750M just seven months after founding. OpenStore is reimagining the future of e-commerce. Today, we’re building the technology and team to identify, value, acquire and scale long-tail e-commerce brands. We envision a future where emerging e-commerce brands have access to instant liquidity for their businesses and where consumers have ready access to the best, small-brand products.
Behind the scenes, we’re a team of experienced founders, operators, and software engineers who saw a chance to change the e-commerce landscape. We have grown our team 5x in size within the first year. We’re eager to continue expanding our team with humble achievers committed to excellence. OpenStore is founded by Keith Rabois, Jack Abraham, Michael Rubenstein, Matt Lanter and Jeremy Wood who bring a successful track record and expertise.
OpenStore is looking for a Business Operations Associate to join the Customer Experience operations team. The operations team builds the strategy, infrastructure, processes, and tools which maximize customer happiness, and operational efficiency. We’re looking for candidates who are passionate about both the strategy and execution of improving customer experience.   
As a part of the Operations team which is reimagining how we operate ecommerce brands at scale, you will be a critical part of our company’s growth. You will take responsibility for driving operational quality and efficiency projects from inception. The role is analytical, and there is enormous opportunity to be proactive about identifying new opportunities, and developing insights from OpenStore’s data. You will collaborate with key stakeholders to ensure the realization of your strategic recommendations through project management.  
Your work will directly impact the health of our portfolio of ecommerce brands. We will invest in your development and do everything we can to make sure this is one of your best professional experiences. We believe joining OpenStore will be a career-defining choice for employees.

WHO YOU ARE

  • You are analytically rigorous. You have a deep bias towards using data and analyses to drive decisions. Your second language is performance KPIs and you know your numbers and the inputs needed to continue improving those KPI metrics.
  • You take a strategic approach. You’re focused on where you’re going and build the strategies and plans to achieve the goal. You have the ability to prioritize and a good sense of when it is appropriate to 80/20. 
  • You are collaborative, organized, and thoughtful. You actively solicit teammate’s feedback and can get things done through informal influence. You’re organized and demonstrate judicious decision-making. 
  • You thrive in fast-paced environments. At this stage we’re still learning. You will iterate with the rest of the team to continuously evolve and improve the paid acquisition playbook.

WHAT YOU’LL DO

  • Craft best practices and improve efficiency across the customer support organization.
  • Contribute to critical team operations: including solving and triaging escalated cases, hiring, SOP creations, training, quality control
  • Drive process improvements, best-practice sharing, and standardization across OpenStore’s portfolio of brands.
  • Take a data-driven approach to customer support and develop improvements to our models and dashboards. 
  • Provide the leadership team with data-driven insights and solutions. 
  • Develop new ways to measure and estimate key metrics more accurately

WHAT YOU HAVE

  • 2+ years in business operations or strategy roles, preferred 
  • 2+ years of consulting experience
  • Experience at a high growth DTC company is a plus
  • An insatiable curiosity, and an inability to leave a problem alone until you’ve found one or many different potential solutions
  • Excellent communication skills with a track record of improving efficiency
At OpenStore we believe that in order to recruit great people, we should create a great workplace. With that in mind we have made sure to provide a fun, exciting environment that encourages creativity and allows for growth.
OpenStore is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work.  
Employment is conditioned upon proof of full vaccination from the COVID-19 virus, including submission of documented proof thereof, as of the start date. OpenStore will comply with the applicable law regarding the reasonable accommodation of individuals who are not vaccinated because of disability and/or sincerely held religious belief.

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