Little Sleepies

• Respond to financial disputes and chargebacks across all sales channels • Monitor the Shopify Fraud Flow during product drops and answer Gorgias support tickets as needed • Own customer-facing communications for oversell situations • Handle post-remorse Radial cancellations, address changes, aging reports, and orders on hold • Monitor Amazon Seller Central, counterfeit channels, and marketplace infringements for brand violations • Regularly review the Allure Security dashboard and NetSuite fraud report • Address fraud issues across multiple teams and channels, and own customer-facing fraud communications • Apply IP bans for fraud, chargebacks, or abusive behavior via Shopify Flow; log activity in the Customer Tracker and flag in #cm-cs-chat • Monitor the #ip-infringement Slack channel and Asana queue; send cease-and-desist communications using approved templates; follow up within 24 hours and escalate unresolved matters to the Director • Filter and respond to customer reviews in Okendo • Monitor and respond to Trustpilot and BBB reviews and claims • Manage sample order submissions from photography, production, and PR teams • Process Tech Packs from manufacturers and internal teams — remove watermarks and Graded Spec Areas, file by body style and date, and distribute to Customer Support • Contribute relevant manufacturing insights from Okendo reviews to the monthly quality report • Support Outbound operations following training from the current Outbound Manager

• Support the monthly close process in NetSuite, including preparing journal entries, accruals, and balance sheet reconciliations • Maintain the general ledger and ensure accurate classification of transactions in accordance with U.S. GAAP • Prepare and analyze NetSuite reports to support month-end close, management reporting, and ad-hoc analysis • Process accounts payable transactions, including invoice entry, payment processing, and vendor management • Reconcile bank accounts, credit cards, and key balance sheet accounts • Support inventory and cost accounting activities, including inventory reconciliations and variance analysis • Assist with sales tax setup, monitoring, and reporting across multiple states • Prepare supporting schedules and documentation for audits and tax filings • Partner with cross-functional teams including Operations and Merchandising to support accounting needs • Identify opportunities to improve accounting processes, controls, and system efficiencies within NetSuite • Document accounting procedures and support internal controls • Assist with ad-hoc projects and reporting as needed

• Build and maintain rolling forecasts across categories, collections, and product types • Analyze historical sales, demand indicators, sell through, and inventory health to produce accurate demand plans at SKU and size depth • Partner with merchandising, operations, finance, and marketing to align on demand assumptions, product launches, and promotional impacts • Own the inventory replenishment process to ensure strong product availability while limiting excess and obsolescence • Manage purchase orders through their full lifecycle, including creation, adjustments, and tracking • Monitor inbound inventory, production updates, and supply related risks • Deliver weekly and monthly reporting on forecast accuracy, inventory performance, and operational metrics • Identify trends, gaps, risks, and opportunities from detailed analysis • Recommend actions on reorders, carryover strategies, SKU productivity, end of life decisions, and inventory optimization • Maintain and enhance planning tools, models, and processes • Support scenario planning, new product introductions, and broader growth initiatives

• Own all daily operations across 3PL management, inbound logistics, outbound fulfillment, and customer support • Develop strategy and manage relationships, contract negotiations, KPIs, and accountability with third-party logistics partners, ensuring SLA adherence, accurate inventory management, and efficient order processing • Optimize inbound freight strategy to reduce costs and transit times from factories to 3PL, including scheduling, enhanced tracking, customs coordination, and proactive issue resolution • Lead outbound order flow and fulfillment planning, aligning with marketing calendars, inventory constraints, and volume forecasts • Partner with Supply Chain and Planning teams to ensure accurate inventory availability and readiness for product launches • Oversee customer support strategy, quality, staffing levels, and drive improvements to response time, CSAT, and first-contact resolution while maintaining a warm, empathetic, family-focused brand tone • Provide timely updates / escalation on potential product quality issues to Product Integrity / COO, including supporting data. Ongoing support on data and customer management whilst managing any customer incidents. Ongoing reporting of customer feedback on manufacturing defects including monthly quality reporting • Partner with Technology teams to implement tools such as AI chat assistants, workflow automation, ticket triage routing, and predictive analytics for demand-driven staffing • Build and standardize and scalable operational processes that reduce cost, error rate, and manual touchpoints to support company growth • Develop dashboards and analytics to track cost savings, operational efficiency, customer metrics, and 3PL performance while regularly reporting insights and performance risks to leadership • Lead cross-functional root-cause analysis when failures occur, ensuring sustainable corrective actions and stronger preventative systems • Partner cross-functionally with Product, Finance, Technology, and Marketing to support company initiatives • Manage operational budgets with a focus on identifying savings opportunities and eliminating inefficiencies across logistics, fulfillment, and customer support operations • Ensure compliance with regulatory, safety, and documentation requirements across logistics and fulfillment • Manage Duty Drawback process when applicable