<div class="content-intro"><p><strong>ABOUT US</strong></p> <p>In more than ten countries around the world, The Knot Worldwide champions the power of celebration. Our global family of brands provide best-in-class products, services and content to take celebration planning from inspiration to action. At the core of our business is our industry-leading global online wedding Vendor Marketplace, connecting couples with local wedding professionals and a comprehensive suite of personalized wedding websites, planning tools, invitations, and registry services that make wedding planning easier for couples around the globe. Each year, we connect more than 4.5 million users with around 900,000 global small businesses through our Vendor Marketplace.</p> <p><strong>LIFE AT TKWW</strong></p> <p>At The Knot Worldwide, we believe in doing work that matters. Each year, we help millions of couples around the world celebrate life’s most meaningful moments, while also helping hundreds of thousands of global small business owners get discovered and scale. Life here means working alongside a team that cares deeply, not just about the work you do, but about the life you live. We prioritize employee well-being and development through meaningful opportunities for growth, and we celebrate milestones and wins in a big way. After all, celebrations are what we do best.</p></div><div class="p-rich_text_section"> <h2><strong>About the Role and Our Team</strong></h2> <p>The <strong>Senior Paper Operations Specialist</strong> is responsible for ensuring operational excellence across order fulfillment, shipping, and printer partnerships. As a critical Individual Contributor (IC), this role serves as the central point of coordination between Customer Experience (CX), Printers, Carriers, and internal product/engineering teams to identify issues, implement reporting and controls, and drive continuous improvements in quality, service levels, and cost efficiency.</p> <p>Through strong partnership management, data-driven reporting, and proactive issue resolution, you will help deliver a reliable, high-quality customer experience at scale. You will provide essential operational insights, proactively identify risks and opportunities, manage day-to-day financial operations for print vendors, and serve as a trusted operational partner to cross-functional teams.</p> <h2><strong>Key Responsibilities</strong></h2> <h3><strong>Financial & Administrative Operations</strong></h3> <ul> <li>Manage new vendor onboarding and collaborate closely with cross-functional partners (Legal, Accounts Payable, Procurement, and Data).</li> <li>Oversee contract execution, renewals, and Purchase Order (PO) creation for vendor partners.</li> <li>Manage monthly and bi-weekly billing processes, royalty tracking (e.g., Netflix, VW), and overall payment tracking.</li> <li>Conduct detailed reviews and tracking of monthly printer invoice fees to ensure accuracy.</li> </ul> <h3><strong>Printer Partnership & Capacity Management</strong></h3> <ul> <li>Establish and monitor printer facility capacity and operational risks, escalating issues and implementing remediation plans as needed.</li> <li>Monitor product inventory (including sample kits and envelopes) and coordinate production and replenishments.</li> <li>Partner with printers to support peak and holiday operations, ensuring total readiness and rapid issue resolution during high-volume periods.</li> <li>Support the onboarding of new fulfillment facilities, ensuring strict alignment on shipping standards, processes, and service level agreements (SLAs).</li> <li>Manage special order needs and custom requests (e.g., Marketing requests).</li> </ul> <h3><strong>Shipping & Carrier Management</strong></h3> <ul> <li>Manage day-to-day shipping carrier relationships (including Core Trust and FedEx), serving as the primary point of contact for service-level issues and escalations.</li> <li>Project management across CX, Product, Engineering, and Business teams when shipping escalations occur to mitigate negative impacts on the customer experience.</li> <li>Oversee the submission, tracking, and resolution of shipping claims for damaged, late, or lost orders; identify patterns to influence operational changes.</li> <li>Track and analyze shipping costs continuously to identify risks, trends, and financial optimization opportunities.</li> </ul> <h3><strong>Customer Experience & Order Issue Management</strong></h3> <ul> <li>Partner closely with Customer Experience (CX) and Printers to investigate, resolve, and prevent recurring order issues.</li> <li>Drive recommendations for on-site, product development, and printer optimizations to continuously enhance the customer experience based on direct findings.</li> <li>Conduct regular on-site and system-based quality controls to ensure the accuracy of information, ease of use, and overall functionality of the shipping experience.</li> <li>Review Voice of Customer (VOC) feedback systematically to understand customer challenges and identify recurring shipping/fulfillment pain points.</li> </ul> <h3><strong>UAT, Testing & Cross-Functional Enablement</strong></h3> <ul> <li>Facilitate the preparation and execution of User Acceptance Testing (UAT) between external printer partners and internal engineering teams.</li> <li>Communicate testing plans, timelines, required resources, and payload requirements clearly