Lead a fast-paced operations team ensuring seamless order fulfillment and fraud prevention.
About Resident
Resident is one of North America’s fastest-growing omnichannel retailers, known for brands like Nectar, DreamCloud, Awara, and Siena. Since 2017, we’ve combined performance marketing, data science, and e-commerce technology to redefine the home furnishings space. Our culture is driven by excellence, inclusivity, customer love, and forward momentum.
Schedule
- Full-time, remote role
- Must be authorized to work in the U.S.
- Standard business hours with flexibility for urgent needs
Responsibilities
- Lead, mentor, and coach Transit & Review team specialists, delivering feedback and development plans
- Manage daily operations across order fulfillment, shipping logistics, and payment loss prevention
- Monitor SLAs, KPIs, and OKRs to ensure operational goals are met
- Develop SOPs, process maps, and workflow improvements to boost efficiency
- Resolve complex order issues such as invalid addresses, fraud flags, or shipping exceptions
- Collaborate with BPO teams and internal departments to align goals and resolve concerns
- Gather and analyze data on fraud prevention and shipping trends, creating actionable reports
- Oversee quality assurance by training and reviewing team performance for accuracy and consistency
- Optimize Google Sheets workspaces, including restoring data, formulas, and validation tools
Requirements
- 1–3 years of leadership or supervisory experience
- 1–3 years of order fulfillment, logistics, or fraud prevention experience
- Proficiency in Excel and Google Sheets
- Strong organizational skills with the ability to set priorities and work independently
- Experience creating SOPs and identifying operational inefficiencies
- Comfortable in a remote, fast-paced startup environment
- BPO team management experience preferred
Benefits
- Competitive pay: $26–$28 per hour
- Remote-first workplace since 2017
- Health, dental, and vision insurance
- HSA contributions
- 401(k) with match
- Take-what-you-need PTO plus wellness benefits
- WFH and internet/cell stipend
- A free mattress plus Friends & Family discount
Make a direct impact by leading a high-performance team dedicated to efficiency, customer satisfaction, and fraud prevention.
Happy Hunting,
~Two Chicks…