Operations & Customer Experience Lead

Location: Columbus, OH\n Position: Full-Time, In-Person\n Department: Operations / Customer Experience\n \n About PTULA\n PTULA is a Columbus, Ohio-based activewear and lifestyle brand built around thoughtfully designed pieces that make women feel confident, comfortable, and ready for whatever their day brings.\n We're a small, growing team which means we work collaboratively, wear different hats, and value people who take ownership and are willing to jump in wherever they're needed.\n \n About This Role\n We'll be upfront: this is a unique position, and it doesn't fit perfectly into one traditional job title.\n We're looking for someone who can help lead the day-to-day operations of our fulfillment center while also owning important pieces of our customer experience.\n \n This is not a traditional warehouse management position, and previous warehouse or fulfillment experience is not required.

What matters much more to us is finding someone who is incredibly reliable, exceptionally detail-oriented, organized, communicative, and comfortable taking initiative and leading others.

Our systems and processes can be taught.

We're looking for the qualities that are much harder to teach.\n \n Customer experience will be a consistent part of each day, while the rest of the position will shift depending on what the business needs.

Some days may be heavily focused on fulfillment.

Others may involve inventory, returns and exchanges, customer outreach, preparing for a launch, or tackling a project that needs an owner.

If you like variety, enjoy staying busy, and naturally find yourself thinking "What needs to get done next?" - you may really enjoy this role.\n \n \n What You'll Do\n Fulfillment Center Leadership & Operations\n\n Help lead the day-to-day workflow within our fulfillment center and keep the team organized around priorities.\n Provide direction and support to fulfillment team members while also working alongside them.\n Help ensure customer orders are pulled, packed, and shipped accurately and efficiently.\n Maintain an exceptionally high standard for accuracy - including style, color, size, quantity, and order details.\n Help organize and prepare inventory for launches, events, photoshoots, wholesale orders, and other company needs.\n Help maintain a clean, organized, efficient fulfillment environment.\n Recognize when something doesn't look right, investigate the issue, and communicate it rather than simply moving on.\n Help train and support part-time or seasonal fulfillment team members as needed.\n\n Customer Experience\n\n Respond to customer emails daily in a timely, friendly, professional, and brand-appropriate way.\n Help customers with questions related to orders, products, sizing, shipping, returns, exchanges, and general website questions.\n Troubleshoot customer concerns and take ownership of finding the appropriate solution.\n Monitor and respond to customer reviews on our website daily.\n Recognize recurring questions, product feedback, or customer concerns and communicate those trends to the appropriate team members.\n Represent PTULA positively and personally in every customer interaction.\n\n Returns, Exchanges & Inventory\n\n Process customer returns and exchanges accurately and efficiently.\n Help receive, count, organize, and maintain inventory.\n Assist with inventory counts and investigate discrepancies when something doesn't match.\n Identify trends within returns, including sizing, fit, product, or quality-related feedback.\n Help ensure returned products are properly evaluated, processed, and organized.\n\n Marketing, Outreach & Special Projects\n\n Assist with manual customer and marketing outreach initiatives.\n Help organize customer information and lists for targeted outreach.\n Support the marketing and operations teams with administrative projects when needed.\n Jump into special projects, launches, events, or other areas of the business where another capable set of hands is needed.\n\n \n What We're Looking For\n We're much more interested in who you are and how you work than whether you've held this exact type of position before.\n \n You may be a great fit if you are:\n\n Extremely reliable.

If you say you're going to be there or complete something, people can count on you.\n Incredibly detail-oriented.

You're the person who notices the wrong size, an inventory count that's off, a customer detail that was missed, or something that simply doesn't look right.\n A strong communicator.

You communicate clearly and respectfully with both customers and coworkers.\n A natural leader.

You're comfortable giving direction, helping others stay on task, and stepping up when something needs an owner.\n Organized.

You can manage multiple responsibilities without letting the small things fall through the cracks.\n Proactive.

You don't always wait for someone to tell you what needs to happen next.\n A problem solver.

When something goes wrong, your first instinct is to understand it and help solve it.\n Comfortable with variety.

You don't need every workday to look exactly the same.\n Hands-on.

You're equally willing to answer a customer email, count inventory, pack an order, organize product, or help your team get through a busy fulfillment day.\n Comfortable learning technology and new systems.\n\n \n Experience with e-commerce, retail, customer service, operations, apparel, Shopify, or similar platforms is helpful but not required.

Previous warehouse experience is not required.\n \n What Success Will Look Like\n Success in this role isn't simply checking off a list of tasks.\n It's knowing that the fulfillment center is organized and the team knows what needs to happen.\n It's noticing an inventory discrepancy and figuring out why.\n It's catching the wrong garment before it gets shipped to a customer.\n It's answering a customer thoughtfully instead of sending the fastest possible response.\n It's recognizing a pattern in customer feedback and making sure the right person on our team knows about it.\n And it's being someone our team can genuinely rely on to see what needs to be done, communicate, and follow through.\n \n One More Thing…\n Because this is a blended role, your responsibilities won't fall into the exact same percentages every day.

Customer emails and website reviews will be daily responsibilities.

Beyond that, where you're needed most will change based on order volume, launches, returns, inventory needs, and what's happening within the business.\n \n For the right person, we think that's one of the best parts of this position.\n\n We're looking for someone who wants to take ownership of their role, become an important part of a small team, and help us continue building PTULA.\n\n \n \n Compensation + Benefits\n Salary: $55,000 - $65,000 annually, based on experience\n \n In addition to competitive compensation, PTULA offers paid time off, health and dental benefits, a generous employee discount, 401K, profit sharing (when applicable) and the opportunity to be part of a small team where your work genuinely makes an impact.\n \n You'll also get a behind-the-scenes look at many sides of a growing apparel brand - from customer experience and fulfillment to product launches, events, marketing, and everything that happens in between.\n \n \n Interested in Joining Us?

\n If this role sounds like you, we'd love to hear from you.\n \n Please send your resume to, along with anything else you think would help us understand why you'd be a great fit for this role and for PTULA.

That could be a short introduction, relevant experience that may not be obvious from your resume, or simply why you read this job description and thought, "This sounds like me."\n \n We're not looking for one specific background or the "perfect" resume - we're looking for the right person.