• Deliver a standout client experience. Bring empathy, clarity, and energy to every interaction. • Serve as a trusted guide for clients during onboarding, ensuring each group starts on time and understands how HRA benefits work for their employees, and feels confident managing their program within the expected onboarding timeline to avoid late starts. • Answer questions and resolve issues across channels (phone, text, email, chat) related to benefit administration, HRA compliance, and billing within SLA. • Problem-solve with urgency when setup or configuration issues arise, ensuring programs start accurately and on schedule. • Contribute to process improvements by documenting best practices and refining internal workflows related to ICHRA operations.

• Support daily RMA operations both internally and externally (repair centers) • Manage RMA support agents with ticket handling and escalations - Including handling support tickets directly yourself • Identify operational bottlenecks and implement scalable efficiencies to improve RMA operations • Ensure quality feedback loop is upheld by sharing RMA data with internal teams for root cause analysis on field issues (particularly after new product launches) • Monitor inventory and create action plans (refurbish, scrap, recycling, etc) to optimize stock health and recover value • Implement automation where possible with manual processes exist today • Manage the Return-to-vendor (RTV) process for products with manufacturing issues • Serve as the primary liaison for US-based 3PL partners, overseeing daily B2C and B2B fulfillment activities and supporting overseas 3PLs as needed • Monitor sales order transmission, managing and resolving fulfillment errors, determining root cause, and overseeing corrective action • Provide operational support to internal partners in Customer Support, and B2B Teams by fielding logistics questions, working alongside them to ensure a positive customer experience • Audit and maintain ERP as Framework’s single source of truth for inventory, receipts, fulfillments, returns, and other transactional records • Proactively monitor order transmissions, with inventory counts, analysis, and shared inventory snapshot reporting, resolving fulfillment errors and implementing corrective actions to prevent recurrence • Collaborate with Supply Chain, Marketplace, and Customer Support on inventory to monitor and maintain healthy stock levels across locations • Oversee in-transit shipments, coordinating with carriers to resolve customs/clearance delays and ensuring all documentation is compliant and timely

• Manage and lead remote teams, including setting goals and performance metrics. • Develop and implement remote work processes, procedures, and standards. • Analyze data and performance metrics to identify areas for improvement and implement changes. • Ensure effective communication and collaboration across remote teams and departments. • Manage virtual tools, platforms, and software to support remote work. • Foster a culture of continuous learning, improvement, and innovation in a remote work environment. • Develop and maintain relationships with remote stakeholders, including customers, vendors, and partners. • Ensure data security, privacy, and compliance with regulatory requirements in a remote work setting. • Stay up-to-date with industry trends, best practices, and new technologies to drive innovation and improvement in remote operations.

• Establish and maintain strong relationships with manufacturers and suppliers of cosmetics and related products. • Negotiate favorable terms and agreements to ensure competitive pricing, quality, and timely delivery of products. • Monitor supplier performance and address any issues or concerns promptly. • Develop and implement strategic plans to optimize the supply chain and improve efficiency. • Coordinate the procurement of raw materials, components, and finished goods. • Forecast demand, monitor inventory levels, and manage replenishment to meet customer requirements while minimizing excess stock. • Oversee the transportation and distribution of products to ensure timely delivery to customers. • Collaborate with logistics partners to streamline shipping processes, reduce costs, and enhance delivery performance. • Resolve any logistics-related issues or delays proactively to minimize disruptions. • Supervise the order processing team and ensure accurate and timely processing of customer orders. • Monitor order status, track shipments, and provide regular updates to customers regarding delivery schedules. • Implement efficient order management systems and workflows to optimize order fulfillment processes. • Identify opportunities for process improvements, cost savings, and operational efficiencies within the supply chain and logistics functions. • Implement best practices and innovative solutions to enhance overall operational performance and customer satisfaction.