Job Description

Operations Specialist – Client Experience

We’re looking for a highly organized and proactive Operations Specialist to join our growing Client Experience team . In this role, you’ll act as the main liaison for our clients, overseeing the full order fulfillment and logistics process. You’ll work closely with cross-functional teams to ensure accuracy, efficiency, and client satisfaction, all while using data to optimize and elevate our operations.

Core Responsibilities

Client Support & Relationship Management

• Be the go-to contact for clients, delivering timely and empathetic support through Slack, email, and phone.
• Resolve operational inquiries with a solutions-first mindset to ensure a frictionless experience from start to finish.

Fulfillment Oversight

• Coordinate directly with warehouse and operations teams to oversee the complete fulfillment journey—from order intake to delivery.

Performance Monitoring & Insights

• Analyze fulfillment data to identify performance patterns, track KPIs, and prepare insightful reports.
• Use findings to recommend actionable improvements that enhance both client outcomes and operational workflows.

Problem Solving & Process Refinement

• Proactively address issues affecting order accuracy, timing, or delivery.
• Collaborate with our tech team to build scalable, long-term fixes that strengthen our fulfillment infrastructure.

Project Ownership

• Lead and execute client-specific operational projects, ensuring timelines, deliverables, and accountability are clearly defined and achieved.

Client Engagement & Reviews

• Conduct regular client touchpoints to review service levels, align on needs, and strengthen long-term partnerships.
• Keep records of all conversations with clear notes and actionable next steps.

Operational Innovation

• Regularly assess existing tools and workflows to spot inefficiencies or improvement opportunities.
• Spearhead new ideas, tools, or systems that streamline fulfillment and deliver higher value to clients.

Transparent Communication

• Keep clients proactively informed of any operational changes or service impacts.
• Set clear expectations and maintain trust through consistent, open communication.

Equal Employment Opportunity Statement:

Grip is an equal opportunity employer, dedicated to complying with all applicable non-discrimination laws. We are committed to providing an inclusive workplace environment, where all employees and applicants are treated with

respect and without discrimination based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, disability, genetic information, or any other characteristic protected by law.

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