Operations Associate

ABOUT US

Hi, this is Ana, the founder & CEO of Hormone University.
Our mission is to be the leading hormonal wellness destination trusted for its educational content, community support and efficacious product solutions.

I founded this company out of my own personal struggles with Endometriosis and major hormonal imbalances. Most women have a hormone story – middle-aged people, young people, fun people, famous people, ‘normal’ people. In fact, 80% of women suffer from hormonal imbalance at some point in their lives. Yet, the topic is still a taboo and we’re here to break that silence. That’s why we have developed a game-changing range of products and treatments for people to manage and treat hormonal health: froUpgrade to see actual infonstrual symptoms, menopause, stress & sleep and sexual health. Guided by naturopathic medicine principles, we look at the whole person, from body to mind and we are all about symptoms, not age.

We are very mission-driven and love our customers: We listen with the aim to support them, co-create products and create community. We are obsessed over every detail to make our customers feel themselves again, find hormonal balance, inform themselves and feel safe and protected by us. Trust is key for us. Without trust we cannot succeed in helping them. You will need to be observant, curious and open with everything that you do.

Hormone University is now ready to become the destination for hormonal health, and we are looking for the best team to do it.


ROLE OVERVIEW
We are seeking a highly motivated and detail-oriented, highly organized Customer Service and Operations Associate to join our team. In this role, you will serve as Glow by Hormone University’s customer service as well as providing essential support to our operations, technical, and marketing teams by assisting with a variety of special projects. The ideal candidate is a quick learner with strong organizational skills, a proactive attitude, and the ability to multitask effectively.


RESPONSIBILITIES:

Manufacturing Support:
- Assist in coordinating manufacturing processes, including production scheduling, inventory management, and quality control.
- Collaborate with manufacturers to ensure timely and efficient production to meet delivery date and address any issues or bottlenecks as they arise.

Supply Chain Management:
- Own the search of great manufacturers with R&D excellence
- Support with supply chain activities, including procurement, logistics, and vendor relationship and management, to optimize inventory levels and minimize lead times.
- Coordinate with logistics partners to streamline transportation, import / export and distribution processes and ensure timely delivery of goods to customers.

Data Analysis
- Maintain and improve Glow’s management dashboards, reports, and KPIs to track key metrics and performance indicators. Ensure the accuracy and reliability of the data presented as well as ensuring integration of new data from emerging new platforms.
- Analyze marketing data, including customer demographics, behavior metrics, and campaign performance data, to extract insights and inform marketing strategies.

Customer Service:
- Respond promptly to customer inquiries across all sales channels, including email and chat, delivering supportive assistance.
- Proactively track customer satisfaction metrics and proactively address any negative perceptions of the brand by engaging with customers to resolve their concerns and restore confidence.
- Assist customers with product or service-related questions, troubleshooting technical issues, and resolving complaints or concerns.
- Handle escalated customer issues or complaints with professionalism and empathy, working to achieve a satisfactory resolution.
- Maintain a high level of customer satisfaction by ensuring timely and effective resolution of inquiries and issues.
- Monitor customer feedback and satisfaction levels to identify trends and opportunities for improvement.

Other Operational and Technical Support include, but not limited to:
- Conduct research and analysis to support decision-making and problem-solving efforts
- Prepare reports, presentations, and documentation related to operational initiatives as needed.
- Guardian of Glow’s US websites to maintain optimal functionality and integrity, meticulously checking for broken links and ensuring content accuracy and visual consistency, including copy and imagery.
- Provide technical support and assistance to project teams, including troubleshooting issues and implementing solutions.
- Assist in the testing and implementation of new software systems, tools, or technologies.

Requirement:
- Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Strong communication skills, both written and verbal, with the ability to interact effectively with teaUpgrade to see actual infombers at all levels.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and project management tools/software.
- Analytical mindset with the ability to problem-solve and make data-driven decisions.
- Proactive attitude and willingness to learn and adapt to new challenges and responsibilities.

What's in it for you?
- The opportunity to be part of a company with a mission impacting women’s wellness
- The opportunity learning & connecting you with senior external mentors and world-class investors who invested in HU
- Remote Working Arrangement
- Monthly team socials
- Free product personal allowance and a 20% friends & family discount

Change the the world with us
Our aim is to change the quality of life of 5 million women in the US and 1 million in Europe in the next 3 years with our free educational resources, products and services.

Last but not least, we are a mission and purpose driven company, focused on business success but also on transforming the lives of women around the world. For you as for us, this must be your daily focus, your compass and the very essence of your mission.