• Own the integration of support planning and program execution systems with corporate planning standards to eliminate planning lag across the organization • Partner with department and executive leadership to define annual and multi-year roadmaps, translating strategic intent into funded, scoped, and sequenced programs with clear ownership and success measures • Define and maintain a portfolio-level view of all Support & Digital Experience initiatives to provide leadership with consistent visibility into scope, progress, dependencies, risks, and business outcomes • Deploy best-in-class system tooling to run large multi-department programs, equipping teams to effectively manage the full lifecycle of the initiative portfolio • Establish and demonstrate program management standards to ensure that business requirements, technical requirements, dependencies, and success measures are clearly defined and followed • Drive risk identification, dependency mapping, and escalation frameworks that proactively surface blockers before they become program-level delays • Lead program retrospectives and closeout reviews that generate reusable insights and continuously raise the quality bar for future program execution • Apply data-driven approaches to measure program health and impact, building dashboards and reporting mechanisms that give stakeholders actionable, real-time visibility • Drive and own the monthly and quarterly business review (MBR/QBR) cadence with department leadership and executive owners • Serve as the primary interface between Support leadership and cross-functional stakeholders including Product, Engineering, Finance, and IT-synthesizing portfolio status into concise, executive-ready narratives • Influence and align senior stakeholders across departments through clear communication and structured decision frameworks • Represent the Support & Digital Experience program office in corporate planning forums, contributing to enterprise-wide prioritization and resource allocation decisions • Drive year-over-year strategies and programs that continuously transform support systems, customer experience, and technical support engineer tooling • Own the advancement of the organization's lean maturity through a multi-year roadmap that reaches and sustains Lean Level 4 and Level 5 across support operations • Champion Al and automation integration into support workflows, anticipating industry disruptions driven by Al, and leveraging Al trends to enhance functional strategy and long-term operational excellence • Build and evolve the continuous improvement culture across the support organization, coaching teams on lean principles and eliminating waste • Benchmark internal practices against industry-leading enterprise support models to shape transformation strategy and justify investments

Role Description We’re hiring a full-time Ecommerce Operations Assistant to be the tactical backbone of our team. This is a shared role — you’ll support multiple department heads across: - Amazon operations - Customer service - Multi-platform store management - Pricing - Light sourcing You won’t be siloed to one area. You’ll be the reason customer messages get answered fast, listings stay healthy, pricing stays consistent across platforms, and the operation runs smoothly across countries. You’ll report to the team through a shared task queue. Priorities are set collaboratively each week. Your job is to execute — cleanly, quickly, and with the kind of attention to detail that makes department heads want to keep giving you more. If you love variety, ownership, and being trusted across an entire operation, this role is for you. What You’ll Own - Amazon Listing Monitoring & Support: Monitor Amazon listing health across our catalog. Flag issues as they happen — Buy Box loss, suppressed listings, content violations, low inventory alerts. Support listing updates when needed (titles, bullets, descriptions, images). Back up the team on keyword research and backend search terms. - Customer Service Across Channels: Respond to Amazon customer messages within 24 hours. Handle the customer email inbox at support@augo. Manage Amazon Q&A responses. Escalate complex issues to the right department head. Track recurring issues so we can fix them upstream. - Multi-Platform Store Management: Support our Shopify store — product info, imagery, promotions, and updates. Support TikTok Shop backend maintenance. Coordinate updates across platforms so everything stays consistent. - Pricing Across Platforms & Countries: Keep pricing accurate and aligned across Amazon (US + international marketplaces), Shopify, TikTok Shop, and any other channels we launch on. Maintain pricing sheets in Google Sheets. Roll out coordinated pricing changes when the team makes them. - Image Work & Content Support: Basic image editing in Canva or Photoshop. Prepare listing images to spec across platforms. Support A+ content and promotional graphics when needed. - Sourcing Research: Basic supplier research on Alibaba and 1688. Build vendor comparison spreadsheets. Coordinate sample tracking. You’re not negotiating deals — you’re building the data department heads need to negotiate. - Data & Reporting Support: Data entry into internal systems. Compile weekly reports across platforms. Ad-hoc analysis for department heads as needed. What Success Looks Like - Monitor Amazon listing health across the catalog — flag issues within 24 hours - Resolve customer messages within 24 hours across Amazon + email inbox (95%+ hit rate) - Handle 50+ customer service touches per week solo across all channels - Keep pricing accurate and aligned across all platforms + country marketplaces - Complete Shopify store updates on schedule - Zero escalations on standard operational work after month 1 - Complete first end-to-end sourcing research assignment by month 2 - Positive feedback from at least 2 department heads by month 3 - 100% attendance and reliability during first 90 days 30 / 60 / 90 Day Plan - First 30 Days — Foundations & Onboarding: - Learn AUGO’s products, brand voice, and platform footprint (Amazon, Shopify, TikTok Shop, international marketplaces) - Master our tools: Amazon Seller Central, Helium 10, Shopify admin, Canva, Google Drive, customer email inbox, VA Task Queue - Meet each department head via 15-min intro Loom - Assist on 2 real listing monitoring / update tasks (paired review before publish) - Handle 10 customer messages/day with review across Amazon + email - Days 31–60 — Own Cross-Department Work: - Take ownership of Amazon listing monitoring solo - Handle 30–50 customer messages/week solo across Amazon + email - Take ownership of pricing consistency across platforms - Complete first Shopify store update project - Complete first image editing assignment - Complete first sourcing research task - Begin weekly async check-ins with department heads - Days 61–90 — Optimize & Scale: - Full ownership of customer inbox at scale (50+/week) - Full ownership of Amazon listing health monitoring - Own pricing coordination across all platforms - Deliver Shopify updates on schedule - Complete cross-department sourcing projects - Flag process improvements and help refine SOPs Required Experience - 1+ year direct hands-on Amazon Seller Central experience — non-negotiable - Experience monitoring or managing e-commerce listings - Prior customer service background - Comfortable managing tasks from multiple stakeholders Required Skills - Near-native written English (9+/10 self-rating) - Amazon Seller Central proficiency - Customer service written communication - Google Workspace proficiency (Sheets, Docs, Drive) - Basic Canva or Photoshop - Detail-oriented, organized, comfortable multi-tasking - Reliable time zone overlap with US Eastern (3–4 hrs/day minimum) Nice to Have (Not Required) - Shopify backend familiarity - TikTok Shop backend familiarity - Amazon PPC / advertising familiarity - Helium 10, Jungle Scout, DataDive, or similar tools - Alibaba / 1688 sourcing experience - International marketplace experience (Amazon EU, UK, CA, AU) - Basic spreadsheet formulas (VLOOKUP, INDEX/MATCH) - A+ content design experience Who You Are - Self-directed within clear priorities - Comfortable receiving tasks from multiple department heads — you don’t get overwhelmed by multi-tasking, you find rhythm in it - Strong prioritization judgment — you know what to do first - Proactive communicator who flags blockers early - Handles pressure well - Owns your work — doesn’t wait for permission - Team-oriented — you’re comfortable being a shared resource, not a solo hire Benefits - Cross-Functional Exposure: Most VA roles pigeonhole you into one narrow area. This one gives you access to every part of the operation — Amazon, Shopify, TikTok Shop, customer service, pricing, sourcing, cross-country work. You’ll learn how an entire e-commerce brand actually runs from the inside. - Direct Line to the Team: You’ll work directly with the founder and multiple department heads. No corporate red tape, no committee approvals, no waiting weeks for direction. Real feedback, real answers, real ownership. - A Brand With Proven Traction: Thousands of 5-star reviews on Amazon. We’re not a startup guessing at product-market fit — we’re a proven brand scaling across new channels, new countries, and new categories. Your work compounds on real momentum. - Real Impact Across Departments: Your work moves the needle in customer satisfaction, listing health, pricing accuracy, cross-platform consistency, sourcing costs — everywhere. You’ll see your contribution in real business results, every week. - Growth Path: Prove yourself here and there’s room to grow — into specialist tracks (Amazon operations, customer experience, sourcing, international expansion), team lead roles, or department support as AUGO scales. - Fully Remote: Work from wherever you’re most productive. All you need is reliable internet, US Eastern time zone overlap, and the discipline to show up every day. - Mission-Driven: AUGO is about helping families and adventurers take life to go. You’ll be growing a brand that genuinely makes people’s lives easier — that shows up in every 5-star review, every returning customer, every review that says “buying another one for my in-laws.”

• Build, lead, coach, and retain a high-performing engineering organization of 1-4 scrum teams. • Foster a culture of accountability, collaboration, innovation, quality of craft, continuous learning, and operational excellence. • Establish clear expectations, monitor organizational health, and ensure the team has the skills, capacity, and engagement necessary to meet business objectives. • Work closely with other IT leaders to ensure platforms, integrations, and services meet enterprise standards for security, reliability, scalability, performance, and operational excellence. • Own delivery of the ecommerce engineering roadmap, ensuring predictable execution of strategic initiatives, releases, operational priorities, and production support. • Manage priorities, dependencies, risks, resourcing, and release readiness while improving delivery quality, transparency, and predictability. • Continuously improve engineering operating practices, including Agile delivery, SDLC, QA, DevOps, CI/CD, release management, incident response, and operational support. • Establish and monitor KPIs to assess team and stack performance and use data-driven insights to inform decisions. • Provide technical leadership across ecommerce applications, integrations, architecture, and platform modernization initiatives. • Establish engineering standards that promote scalability, maintainability, extendability, and performance. • Ensure the availability, scalability, security, and performance of customer-facing ecommerce platforms. • Partner with various teams to translate business strategy into technology execution. • Evaluate emerging technologies and identify opportunities to improve customer experience, engineering productivity, and business performance. • Lead strategic relationships with technology vendors, implementation partners, and managed service providers.

• Maintenance and development of our online shop (Shopify): Support in managing and optimizing the surf shop to increase conversion rates. • E‑commerce campaigns: Assist in planning, coordinating and executing e‑commerce campaigns and strategies. • Content creation: Produce compelling content for our online shop and for various marketing channels. • Monitoring and reporting: Assist with monitoring and reporting of our marketing campaigns and derive recommendations for action. • Team support: Support the e‑commerce team in day‑to‑day operations and project work.