Manta Sleep

• Be directly involved in design processes, from concept to launch, ensuring a balance of vision and execution • Contribute to a collaborative, hands-on design process • Work closely with manufacturing partners, marketing, and leadership to bring products to market successfully, ensure design intent is maintained from prototype to mass production • Create the CAD and Techpacks for any project that you are the designer on • Driving projects forward with clear communication, by presenting clear, evidence-based design paths and maintaining full transparency throughout the iterative process • Iterate on product design based on user feedback, data, and market trends • Stay updated on design trends, customer preferences, and industry innovations • Creating the CMF of a product and having an understanding of different fabrics or material finishes effect on a product design • Be able to do both quantitative and qualitative research tasks including interviews with users to understand the core problems to solve • Use data-driven insights to enhance product design and user experience

• Run monthly and quarterly demand forecasts with marketing and finance. • Maintain accurate stock visibility across all warehouses and adjust forecasts based on sales trends, events, and real performance. • Prevent stockouts and overstock while balancing marketing expectations with financial limits on inventory and cash flow. • Plan reorders cycles with suppliers and manufacturers in Asia. • Track reorder timelines and flag risks early. • Manage order documentation, cost breakdowns, purchase orders, and production follow–ups. • Plan shipping timelines based on company demand. • Select shipping methods, and routing. • Work directly with freight forwarders, carriers, and 3PL partners. • Handle customs requirements and ensure smooth passage into multiple regions. • Monitor logistics spend across freight, warehousing, storage, duties, and packaging. • Audit cost data, find savings through routing and negotiation, and track cash exposure tied to logistics and inventory. • Manage WMS data accuracy across internal and external systems. • Monitor 3PL’s performance to ensure fulfillment speed, accuracy, and operational quality are on track. • Maintain channel integrations across Shopify, Amazon and new storefronts. • Present clear data insights to support decision making across logistics and general operations. • Develop and support team members in Ops and Supply Chain. • Own traditional operations and administrative tasks outside of supply chain.

• Lead, coach, and develop a team of CX specialists • Introduce team structure such as support pods for basic support, sleep success, data, and retention • Build clear SOPs, quality guidelines, and performance expectations for the team • Shape what great support looks like for Manta Sleep and embed it into tone, policies, and touchpoints • Ensure every interaction reflects the brand personality and voice • Implement automation and AI tools that improve speed, personalization, and consistency • Build a complete knowledge base and self service experience that cuts down repetitive tickets • Launch VIP programs, loyalty touchpoints, and proactive outreach that increase LTV • Create customer journeys across email, chat, social channels, and other touchpoints • Improve personalization using purchase history, customer data, and zero party data • Track and improve the full customer journey, not just the support inbox • Introduce thoughtful gestures, community engagement, and consistent brand voice across all channels • Define how customers should feel when they interact with Manta Sleep and uphold that standard • Build a Voice of Customer system that gathers feedback from support, reviews, social, surveys, and DMs • Turn customer insights into recommendations that improve product quality, reduce refunds, strengthen funnels, and shape marketing messaging • Present regular data findings to marketing, product, and leadership with clear next steps • Work with marketing on retention campaigns, loyalty flows, and customer community building • Partner with product to address recurring issues, product quality concerns, and new product opportunities • Collaborate with social media to ensure customer questions are handled quickly and consistently • Make CX a core input into product and marketing decisions • Build dashboards for NPS, CSAT, LTV, refund reasons, resolution rates, repeat purchase behavior, and more • Set new quality standards and KPIs based on industry best practice

• Lead, coach, and develop a team of CX specialists. • Introduce team structure such as support pods for basic support, sleep success, data, and retention. • Build clear SOPs, quality guidelines, and performance expectations for the team. • Shape what great support looks like for Manta Sleep and embed it into tone, policies, and touchpoints. • Ensure every interaction reflects the brand personality and voice. • Implement automation and AI tools that improve speed, personalization, and consistency. • Build a complete knowledge base and self service experience that cuts down repetitive tickets. • Launch VIP programs, loyalty touchpoints, and proactive outreach that increase LTV. • Create customer journeys across email, chat, social channels, and other touchpoints. • Track and improve the full customer journey, not just the support inbox. • Define how customers should feel when they interact with Manta Sleep and uphold that standard. • Build a Voice of Customer system that gathers feedback from support, reviews, social, surveys, and DMs. • Turn customer insights into recommendations that improve product quality, reduce refunds, strengthen funnels, and shape marketing messaging. • Present regular data findings to marketing, product, and leadership with clear next steps.

• Lead, coach, and develop a team of CX specialists • Introduce team structure such as support pods • Build clear SOPs, quality guidelines, and performance expectations • Shape what great support looks like for the brand • Ensure every interaction reflects the brand personality and voice • Implement automation and AI tools that improve speed and personalization • Build a complete knowledge base and self service experience • Launch VIP programs, loyalty touchpoints, and proactive outreach • Create customer journeys across various touchpoints • Track and improve the full customer journey • Build a Voice of Customer system that gathers feedback • Present regular data findings to marketing, product, and leadership • Collaborate on retention campaigns and product quality concerns • Make CX a core input into product and marketing decisions • Set new quality standards and KPIs

• Run monthly and quarterly demand forecasts with marketing and finance. • Maintain accurate stock visibility across all warehouses and adjust forecasts based on sales trends, events, and real performance. • Prevent stockouts and overstock while balancing marketing expectations with financial limits on inventory and cash flow. • Plan reorder cycles with suppliers and manufacturers in Asia. • Track reorder timelines and flag risks early. • Manage order documentation, cost breakdowns, purchase orders, and production follow-ups. • Plan shipping timelines based on company demand. • Select shipping methods, and routing. • Work directly with freight forwarders, carriers, and 3PL partners. • Handle customs requirements and ensure smooth passage into multiple regions. • Support new fulfillment flows for emerging channels like TikTok Shop and other marketplaces. • Monitor logistics spend across freight, warehousing, storage, duties, and packaging. • Audit cost data, find savings through routing and negotiation, and track cash exposure tied to logistics and inventory. • Manage WMS data accuracy across internal and external systems. • Monitor 3PL’s performance to ensure fulfillment speed, accuracy, and operational quality are on track. • Maintain channel integrations across Shopify, Amazon and new storefronts. • Set up new marketplace fulfillment workflows and troubleshoot any sync or routing problems. • Produce key operational reports such as inventory on hand, turnover, forecasting, and discrepancy reports. • Develop and support team members in Ops and Supply Chain.