Framework

Operations

• Support daily RMA operations both internally and externally (repair centers)
• Manage RMA support agents with ticket handling and escalations - Including handling support tickets directly yourself
• Identify operational bottlenecks and implement scalable efficiencies to improve RMA operations
• Ensure quality feedback loop is upheld by sharing RMA data with internal teams for root cause analysis on field issues (particularly after new product launches)
• Monitor inventory and create action plans (refurbish, scrap, recycling, etc) to optimize stock health and recover value
• Implement automation where possible with manual processes exist today
• Manage the Return-to-vendor (RTV) process for products with manufacturing issues
• Serve as the primary liaison for US-based 3PL partners, overseeing daily B2C and B2B fulfillment activities and supporting overseas 3PLs as needed
• Monitor sales order transmission, managing and resolving fulfillment errors, determining root cause, and overseeing corrective action
• Provide operational support to internal partners in Customer Support, and B2B Teams by fielding logistics questions, working alongside them to ensure a positive customer experience
• Audit and maintain ERP as Framework’s single source of truth for inventory, receipts, fulfillments, returns, and other transactional records
• Proactively monitor order transmissions, with inventory counts, analysis, and shared inventory snapshot reporting, resolving fulfillment errors and implementing corrective actions to prevent recurrence
• Collaborate with Supply Chain, Marketplace, and Customer Support on inventory to monitor and maintain healthy stock levels across locations
• Oversee in-transit shipments, coordinating with carriers to resolve customs/clearance delays and ensuring all documentation is compliant and timely

RMA & Logistics Operations Specialist

Chief Marketing Officer

• Develop and edit blog posts, case studies, email newsletters, and social media content tailored to US public sector audiences
• Support multi-channel marketing campaigns (email, LinkedIn, webinars) designed to drive awareness and generate sales-qualified leads
• Manage social channels, applying the same best practices the platform promotes
• Assist with planning and execution of virtual events and in-person industry conferences and trade shows across the US
• Partner with the Sales team to create one-pagers, slide decks, battle cards, and supporting collateral
• Monitor and report on campaign performance using tools such as HubSpot and Google Analytics

Marketing Executive

Learning and Development

• Deliver professional learning sessions for educators in your assigned region.
• Collaborate in a supportive environment to ensure engaging and effective training experiences that drive product adoption and improve student outcomes.
• Work with Success Managers to understand district training needs and customize sessions accordingly.
• Coordinate training logistics (dates, times, and travel) with the Success Manager and district partners.
• Provide timely follow-up communication and post-training reports.
• Participate in ongoing internal product training to stay up to date on enhancements.
• Stay informed on the latest research in professional development, Science of Reading, and adult learning theory.
• Collaborate with customer success and support teams to address customer questions or challenges that arise during training.

RMA & Logistics Operations Specialist

Marketing Executive

Professional Learning Consultant