URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

• Respond to customer inquiries via chat or email • Provide accurate information on services and policies • Resolve routine issues such as subscription status updates, refund requests and billing inquiries • Escalate complex cases to higher-level support when necessary • Follow clear guidance given by the leadership team when appeasing customers • Empathetic to customers’ needs but understanding of the business’ bottom line • Collect and share feedback to external teams to ensure the needs of the customers are being met

• Retouch on model images for Free People’s Web Studio. • Meet the retouching standards for FP Brands so that all images feel cohesive and natural. • Meet minimum daily image goals (80-100 images per day). • React quickly to requests and pivot when necessary. • Work collaboratively with lead retoucher & team. • Be available to answer emails / messages promptly.

• Keep track of all work assets across entire studio workflow (from product turnover to activation). • Prioritize e-comm images to ensure that all available products are uploaded for daily activation. • Upload all product images for Anthropologies’ Web Studio completed by retouchers. • Input image data into STEP • Reinforce processes which maximize efficient workflow practices • Work collaboratively with photographers, merchandisers and production departments to communicate that all images are available, labeled correctly and up to date. • React quickly to requests and take action when necessary. • Archive, upload and monitor swatch images to enhance customer shopping experience.

• Act as lead copywriter and team expert for editorial copy and content on site, social, print, out of home, and outbound marketing adjacent deliverables • Act as team point of contact when collaborating cross-functionally on tactical concepts and initiatives for Anthropologie Home editorial storytelling • Support the Director of Editorial Copy with editorial franchise development, content series, and other editorial frameworks to guide the rest of the Brand Voice team • Support managers and senior managers of the Brand Voice team in developing resources and efficiencies to optimize the work • Mentor and coach junior members of the team by reviewing work, top editing, providing initial feedback, leading brainstorms, and exemplifying leadership skills • Stay continually in tune with the wider culture of the Home Furnishings/Housewares/Entertaining space to ensure storytelling is fresh, modern, and relevant, and to serve as a source of inspiration for the team

• Facilitate and execute brand’s vision through the appropriate allocation of product and the sourcing of materials which deliver the right aesthetic while meeting target product costs and time and action requirements. • Achieve seasonal calendar actualization. • Develop relationships with supplier base to ensure alignment of category business needs. • Manage through roadblocks and see through to resolution. • Attend Concept and Sketch Review meetings to understand and clarify Design’s intention, tone, and important style aspects. • Manage bulk cost negotiations with vendor base; meet or exceed targets. • Analyze and identify opportunities for Merchant to improve adoption rates and approved style count targets as dictated by seasonal line plan. • Support Merchant’s business requirements by aligning product. category needs, and update and communicate all style, cost, and delivery changes. • Coordinate with cross functional teams on category development process, including research of pre-style development, tracking and review of pre-style packages, ensuring compliance of product within category. to internal testing standards, and managing sample evaluation, accuracy, and quality. • Collaborate with cross functional partners on engineering options for category target costs and minimums, required lead times, and final IMU, with the goal of driving speed, sales, and financial results. • Lead vendor conversations regarding daily roadblocks and see through to resolution. • Independently form cross-team discussion and direct deliverables, deadlines and hand-offs effectively. • Help others learn the Brand DNA and requirements. • Seek feedback consistently. • Manage and coach coordinators on team.

• Respond to customer inquiries via chat or email • Provide accurate information on services and policies • Resolve routine issues such as subscription status updates, refund requests and billing inquiries • Escalate complex cases to higher-level support when necessary • Follow clear guidance given by the leadership team when appeasing customers • Empathetic to customers’ needs but understanding of the business’ bottom line • Collect and share feedback to external teams to ensure the needs of the customers are being met

• Engaging in discussions and decision making for new features and platform evolution • Collaborating with the product team to design solutions for stakeholder features • Delivering the whole lifecycle of deployable features: code, configuration, documentation, and support • Contributing to roadmaps and process development to deliver features and evolve our architecture • Collaborating with QA and Platform Engineering team to test code and keep our integrated testing environments unblocked

• Design, build, and maintain scalable, highly available cloud infrastructure on Google Cloud Platform. • Lead initiatives to scale and optimize CI/CD pipelines, ensuring efficient, automated, and secure deployments across multiple environments. • Implement monitoring, logging, and alerting solutions to maintain system health, availability, and performance. • Collaborate with software engineers to integrate platform best practices into application development and deployment. • Support and enhance Kafka usage for our event-driven services, focusing on reliability and throughput optimization. • Troubleshoot and resolve issues across the infrastructure, networking, and application layers. • Contribute to infrastructure as code practices using tools such as Terraform. • Drive cloud security improvements and ensure adherence to best practices in a regulated environment. • Create and maintain clear documentation for infrastructure, CI/CD processes, and operational best practices. • Stay current with emerging DevOps tools, cloud services, and best practices, and drive adoption of relevant new technologies.

• Maintain and update AI-generated and AI-assistated content across customer-facing surfaces, including: Help center and knowledge base articles, Onboarding and Adoption guides, In-product guidance and FAQs, Customer communications and playbooks • Ensure content reflects the latest product features, workflows, and known issues • Monitor AI content outputs to identify outdated, incomplete or incorrect information • Review AI-generated content for accuracy, clarity, tone, and brand alignment. • Validate content against product documentation and real customer use cases. • Identify and correct hallucinations, inconsistencies, or gaps in AI responses. • Apply established quality standards, style guidelines, and governance policies. • Tag, categorize, and organize content to improve AI retrieval and relevance. • Partner with Customer Success Managers and Support teams to capture recurring questions, issues, and feedback. • Help reduce support ticket volume by improving self-service and AI-driven guidance.

• Act as the primary point of contact for incoming store tickets and phone calls • performing initial troubleshooting to either resolve the issue or escalate as appropriate • Prioritize and take ownership of high-impact, time-sensitive issues to stabilize operations • Maintain clear, accurate, and timely documentation on all assigned tickets • Actively monitor support channels to stay informed of outages • Identify issue patterns and escalate trends to appropriate teams • Contribute insights to the team’s knowledge base • Maintain professional communication with store teams.