Forma

Operations

• Serve as a Forma product expert to quickly resolve customer concerns and provide tailored recommendations, including identifying underlying issues in account setup or the product.
• Own daily operational tasks, including account configuration, program policy updates, and customer onboarding or expansion support.
• Continuous improvement: Identify, implement, and optimize processes for maximum efficiency and quality.
• Translate customer feedback into actionable product roadmap recommendations through collaboration with product and engineering teams.
• Track, analyze, and report on operational performance metrics.

Customer Operations Specialist

Account Manager

• Source, evaluate, and onboard new vendor and brand partners aligned with Forma's member demographics and benefit categories
• Negotiate commercial terms including pricing, exclusives, revenue share, and co-marketing opportunities
• Build and maintain strong long-term relationships with vendor partners, serving as their primary point of contact
• Monitor vendor performance against KPIs (conversion, member satisfaction, redemption rates) and hold partners accountable to agreed standards
• Manage contract renewals, offboarding underperforming vendors, and continuously refreshing the catalog
• Curate and manage the Forma store catalog, ensuring a compelling, relevant, and on-brand product and service mix
• Develop merchandising strategies that drive engagement, discovery, and spend across benefit categories
• Identify gaps in the catalog and proactively source new vendors to fill them
• Own the presentation of the store aligned to category organization, featured placements, seasonal moments, and promotional campaigns
• Partner with Product to ensure a seamless member shopping experience and surface vendor integration needs
• Collaborate with Finance and Legal on vendor contracts, pricing integrity, and compliance
• Bring the member voice into vendor decisions — using data, feedback, and trends to inform the catalog strategy

Vendor & Partnership Manager

Marketing

• Own email execution end-to-end, translating campaign briefs into polished HubSpot email builds, coordinating QA, scheduling sends, and maintaining our promotional email calendar
• Upload and QA contact lists in HubSpot following established field mapping and hygiene standards; working hand-in-hand with our Demand Generation Leader to ensure marketing operations work is done with the utmost quality and care
• Support our organic LinkedIn presence by creating and posting content, monitoring engagement, and responding to comments to keep our brand active and responsive
• Design graphics for social posts, email headers, and event collateral; edit and repurpose webinar recordings into short-form clips for LinkedIn and other channels
• Handle specific event logistics including drafting and sending RSVP emails, building calendar invites, and coordinating swag and flyer distribution for field dinners and broker lunches

Marketing Contractor, Part-time

• Source, evaluate, and onboard new vendors, and renegotiate existing partnerships to enhance pricing, terms, and selection for members.
• Manage vendor relationships end-to-end through live calls and written communication, resolving issues and driving ongoing performance.
• Own cross-functional projects with product, engineering, and other internal teams, driving improvements grounded in what you see in operations
• Identify, propose, and build new procedures and quality checks that keep the Store team fast and reliable
• Track operational metrics, build the analyses and dashboards when needed, and use the data to drive every meaningful change.
• Own the daily operational backbone of the Forma Store, including order fulfillment, and member support ticketing.
• Act as the voice of our customers and members, bringing their feedback directly into the future product roadmap.

Customer Operations Specialist

Vendor & Partnership Manager

Marketing Contractor, Part-time

Customer Operations Specialist, Store