• Own monthly leadership sync meetings with clients to ensure alignment, gather feedback, and address strategic concerns • Serve as a senior touchpoint for client feedback • Monitor client goal attainment including cost per qualified appointment, show rates, close rates, and overall ROI • Proactively identify at-risk accounts and develop intervention strategies before churn occurs • Manage and coach paid media strategists running client campaigns • Review daily performance reports and hold media buyers accountable to key metrics • Run weekly team meetings to review performance and share best practices • Build structure, create cadence, and set clear expectations • Collaborate with the project management function overseeing creative production • Own client retention and satisfaction metrics • Ensure bi-weekly client reports are delivered 24 hours before scheduled calls • Track and report on key metrics including cost per appointment, show rates, and budget pacing • Document and systematize operations processes to enable scale • Build training materials and onboarding documentation for new team members • Create decision-making frameworks that enable team autonomy while maintaining quality standards • Identify opportunities to improve efficiency without sacrificing client outcomes

Paired is a global recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. About Our Clients Our client is a fast-growing direct-to-consumer (DTC) e-commerce business operating in the health and wellness space. The company builds and scales consumer brands through a strong focus on customer understanding, product quality, and performance-driven marketing. Having reached eight-figure annual revenue early in its journey, the team is now focused on strengthening backend operations, improving customer experience, and building scalable systems to support continued growth. They are looking for a Head of Operations and Customer Experience to take ownership of the customer experience after purchase and ensure operational excellence as the business scales. It is not a traditional corporate role with established processes. The right candidate will bring structure, clarity, and execution to a growing operation. This role is best suited for individuals who thrive in high-ownership environments and are motivated by building systems, solving complex operational problems, and directly impacting business performance. Responsibilities - Own and optimize the post-purchase customer experience, ensuring fast, high-quality, and personalized support - Identify and eliminate operational inefficiencies that lead to refunds, chargebacks, and customer dissatisfaction - Build and implement scalable systems and workflows, leveraging AI to improve speed and efficiency - Lead hiring and development for customer support and operational roles - Establish and maintain knowledge systems and documentation to support team scalability - Monitor and improve subscription health and retention performance - Collaborate with fulfillment partners to ensure consistent delivery performance and customer satisfaction - Coordinate cross-functionally with marketing and product teams to ensure smooth product launches and backend readiness - Track and improve key metrics such as refund rate, chargeback rate, and customer satisfaction scores - Transition the business from reactive issue management to a proactive, system-driven operating model

Role Description This role supports both the Dropship Operations team and the Wholesale team. The Operations VA will be cross-trained in all dropship duties, while also supporting wholesale vendor compliance, documentation, routing, and labeling. Key Responsibilities - Dropship Responsibilities - Full cross-training across all EDI partners - Provide processing coverage during peak seasons (Q4) - Assist with partner onboarding and expansions - Support exception handling and account maintenance - Maintain consistent documentation - Wholesale Compliance - Vendor Compliance - Maintain standardized compliance checklists - Ensure routing, labeling, and documentation requirements are met - Provide warehouse team with clear instructions - Documentation & Labeling - Create compliant carton labels - Prepare custom packing slips & supplementary paperwork - Upload freight documents into customer portals - Process EDI transactions for wholesale customers - Process Standardization - Maintain and organize compliance documentation - Build structured workflow checklists - Maintain documentation library for ongoing reference Qualifications - Experience with dropshipping or EDI is an advantage - Strong organizational and documentation skills - Experience with wholesale routing guides preferred - Ability to work across multiple departments - High attention to detail and strong communication skills

Company Description SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of over 100,000 dedicated professionals. With more than 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability. Our brand promise – “when you need to be sure” – underscores our commitment to trust, integrity and reliability, enabling businesses to thrive with confidence. We proudly deliver our expert services through the SGS name and a portfolio of trusted specialized brands, including Applied Technical Services, Brightsight, Bluesign and Nutrasource. Job Description As the Master Data Management Process Integration Lead, you will ensure the accuracy, governance, and integration of master data across finance processes. You will maintain high-quality standards for customer, vendor and GL data in line with the ERP and global operating model. Your work will be critical in safeguarding process integrity, audit readiness, and regulatory compliance. Pimary Responsibilities: Ensure master data quality, governance, and integration across ERP processes, providing FSSCs and process owners with guidance and oversight, including the definition and enforcement of detailed technical data standards and rules. Specific Responsibilities: Master Data Governance & Standards - Ensure master data (customers, vendors, chart of accounts, cost centers, items, etc.) complies with global data definitions and policies. - Maintain governance processes for master data creation, change, and deactivation. - Support harmonization of master data structures across regions and functions. - Own and document technical data standards, including naming conventions, data hierarchies, and attribute definitions. System Integration & Data Quality - Partner with Integration Leads, IT and ERP teams to ensure seamless data integration between Oracle Fusion and other execution systems. - Monitor data quality and resolve data issues in collaboration with regional teams. - Develop and maintain reporting mechanisms for data accuracy and compliance. - Define and maintain technical data specifications, including field definitions, formats, and validation rules across systems. - Ensure consistency of data models and data structures between Oracle Fusion and connected systems. - Support the design and documentation of data flows, mappings, and transformation logic. Process Alignment & Support - Work with Integration Leads (OTC, STP, RTR, Billing) to ensure master data enables standardized finance processes. - Provide expertise during ERP rollouts, migrations, and system enhancements. - Conduct impact assessments of master data changes on business processes. Continuous Improvement & Compliance - Drive data quality improvement initiatives and automation opportunities. - Ensure adherence to internal controls, audit requirements, and compliance frameworks. - Support training and capability-building of regional teams on master data governance. Technical Data Management & Standards - Define and maintain detailed data models, field-level specifications, and data dictionaries for master data objects. - Establish and enforce data validation rules, dependencies, and business logic across systems. - Ensure alignment between business requirements and technical data design. - Collaborate with IT to translate business needs into functional and technical data specifications. - Support training and capability-building of regional teams on master data governance. Qualifications - Education: Bachelor’s degree in Finance, Accounting, IT, or related field - Certifications: Data Governance or ERP certifications - Experience: 5+ years of experience in finance master data management - Systems: Knowledge of ERP systems (Oracle Fusion or other) Required Skills - Data governance and master data management expertise - Analytical problem-solving and root cause analysis - Strong collaboration skills across Finance, IT, and Operations - Attention to detail with high-quality standards - Ability to manage priorities in a complex, global environment - Strong understanding of data structures, data models, and data flows - Ability to define field-level requirements, validation logic, and data standards - Experience translating business requirements into technical data specifications. Additional Information Why SGS? - Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry. - Enjoy a flexible schedule and a remote work model. - Access continuous learning opportunities through SGS University and Campus. - Collaborate in a multinational environment with colleagues from various continents. - Benefit from a comprehensive benefits platform. Apply Now: At SGS, we are committed to fostering an open, friendly, and supportive culture that thrives on teamwork. We value diversity and provide endless opportunities to learn, grow your expertise, and fulfill your potential. Apply now to join our motivated and dynamic team!