Operations Coordinator

Brand Manager (Operations & Customer Experience):
Company: Silly Goose & Troop
Location: Fully Remote
Work Hours: 8:00 AM – 5:00 PM Pacific Time (full-time)
Contract Type: 1099 Contractor
Compensation: ~$2,000/month + performance-based annual bonus
Experience Level: 3–5 years

About the Companies:
Silly Goose and Troop are fast-growing e-commerce brands in the supplements and non-alcoholic beverage space, selling primarily through Amazon, TikTok, retail, and additional digital channels. The team is lean, execution-focused, and looking for a highly organized operator who can take ownership of day-to-day brand operations, customer experience, and administrative workflows.

Role Overview:
We’re hiring a hands-on Brand Manager (Operations & Customer Experience) to support both brands across e-commerce, customer support, fulfillment coordination, and internal operations.
This is not a traditional brand marketing role. It is an execution-heavy, cross-functional position designed to offload operational, administrative, and customer-facing responsibilities from the founders while ensuring smooth day-to-day brand performance across channels.
The ideal candidate is highly organized, proactive, tech-savvy, and motivated to grow long-term with the company.

Key Responsibilities:
Customer Experience & Support:

• Own and manage all customer service communications across channels
• Resolve inquiries, complaints, refunds, replacements, and subscription issues
• Track deliveries and open claims with carriers; manage investigations and follow-ups
• Maintain a detailed log of customer issues and resolutions

E-commerce & Platform Operations:

• Create and manage orders across Shopify, Amazon, and TikTok fulfillment workflows
• Monitor inventory, subscriptions, and fulfillment exceptions
• Pull and analyze reports across sales platforms
• Manage out-of-stock workflows and operational follow-ups

Wholesale & Distribution:

• Coordinate wholesale orders across direct, online, and broker channels
• Track shipments and delivery confirmations
• Maintain relationships and follow up with accounts for reorders
• Support vendor outreach and distribution expansion

Operations & Logistics:

• Monitor internal operations hub (inventory, tracking, fulfillment data)
• Liaise with warehouses to resolve issues and submit support tickets
• Manage invoices and ensure weekly payment tracking
• Support calendar management and administrative coordination

Influencer & Affiliate Coordination:

• Manage affiliate and influencer tracking sheets
• Coordinate outreach, follow-ups, and content workflows
• Maintain ongoing relationships with partners

Requirements:
Required Experience & Skills:

• 3–5 years in e-commerce operations, brand operations, project management, or similar
• Hands-on experience with:
• Amazon Seller Central
• Shopify
• TikTok commerce workflows
• Strong project management and operational execution skills
• Advanced organizational and administrative capability
• Ability to troubleshoot independently and solve problems quickly

Tools & Platforms:
Proficiency required in:

• Google Workspace (Docs, Sheets, Drive)
• Slack
• Amazon Seller Central & Shopify

Nice to have

• ClickUp
• Asana

Ideal Candidate Profile:

• Detail-oriented and highly structured
• Comfortable managing multiple workflows simultaneously
• Strong communicator and proactive problem solver
• Thrives in fast-moving, entrepreneurial environments
• Interested in long-term growth with a scaling brand (not a short-term stepping-stone role)
• Able to work Pacific Time hours consistently

Benefits:
Work Hours: 8:00 AM – 5:00 PM Pacific Time (full-time)
Contract Type: 1099 Contractor
Compensation: ~$2,000/month + performance-based annual bonus
Experience Level: 3–5 years