About the Role
We're looking for a detail-oriented Fulfillment and Documentation Specialist to support the day-to-day operations behind two critical platforms in our end-to-end user experience: our e-commerce platform and our learning management system (LMS). While our LMS delivers learning content, it also serves as our primary system for managing user groups, licenses, and access — and this role will be central to keeping both systems running smoothly for our members and partners.
This position is focused on order fulfillment, license management, partner onboarding, building custom experiences for key accounts, and creating the SOPs that will guide these processes going forward. This is an excellent opportunity for someone who enjoys precise, process-driven work and wants to play a hands-on role in the rollout and operation of new platforms.
This is a part time, 3-month contract position. The role is remote.
What You'll Do
E-Commerce Operations
Configure new products for sale on the e-commerce platform
Create and manage coupon and discount codes for promotions, partnerships, and special offers
Fulfill bulk orders placed through the e-commerce platform, ensuring accuracy and timely processing
Troubleshoot order and fulfillment issues, escalating as needed
License & Group Management (LMS)
Create and manage new licenses for bulk purchases and partner accounts
Set up and maintain user groups within the LMS to support access and reporting needs
Ensure license allocations are accurate and align with order and contract details
Partner Onboarding
Onboard new partners across both platforms, including account setup, license provisioning, and initial configuration
Serve as a point of contact for partner questions related to access, licensing, and fulfillment
Build and maintain clear onboarding documentation and checklists
Custom Experiences
Configure custom experiences within the e-commerce and LMS platforms for specific partners, cohorts, or bulk purchasers
Collaborate with the Senior Director and broader UX team to ensure custom setups align with the overall user experience
Documentation & SOPs
Create and maintain SOPs for new partners and IMA staff covering fulfillment, licensing, coupon/discount setup, onboarding, and custom experience configuration
Keep documentation current as processes and platforms evolve
Document known issues, workarounds, and platform quirks to support continuity and training
Reporting & Collaboration
Collaborate with the data team and product leadership to report on the outcomes of delivered partnerships
Provide accurate, timely data on fulfillment, licensing, and onboarding activity to support partnership reporting
What We're Looking For
Experience with data management, customer data, or similar systems-based, detail-heavy work (no specific e-commerce or LMS platform experience required — we'll train on our tools)
Strong attention to detail and comfort with repetitive, process-driven tasks where accuracy matters
Ability to follow — and improve — documented processes
Clear written communication skills, with experience writing SOPs or process documentation for both internal staff and external partners
Comfortable collaborating cross-functionally with data and product teams on reporting
Comfortable working independently in a part-time capacity, with regular check-ins with the Senior Director
Experience supporting B2B or bulk/partner accounts is a plus
Experience during a platform rollout or migration is a plus, but not required
Why This Role Matters
This role sits at the intersection of two platforms critical to our members' and partners' experience. The person in this seat will directly shape how smoothly new partners get up and running, how accurately bulk orders and licenses are fulfilled, and how well-documented our processes are for the team long-term.