Customer Operations Specialist, Store

About Forma The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches. Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions. Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team. Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members. Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.” About the Role We are looking for a Customer Operations Specialist to grow and run our Store. In this role, you will help the growth and run daily operations of the Forma Store. You'll grow and manage existing vendor partnerships, design data-driven workflows, and own internal cross-functional projects driving improvements that scale our Store. We're looking for a resourceful builder who evolves operational processes, works with minimal supervision, and delivers high-quality outcomes as the Store evolves. You Will 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. Preferred Skills Bachelor's degree or equivalent work experience preferred. Excellent written and verbal English communication skills. Experience in a fast-paced tech startup and fully remote work environment is preferred. Experience in employee benefits is a strong plus. Proven ability to build new processes and deliver end-to-end projects with minimal supervision. Hands-on experience in vendor management, partnerships, or contract negotiation. Strong independent and data-driven thinking, with the ability to break down ambiguous goals and analyze operational metrics. Flexibility to coordinate with global teams, and occasional peak-period monitoring. Benefits and Perks Remote-first working environment MacBook $100 USD/mo - BeWell funds $300 USD - One time subsidy to build your home office $2000 USD/year - BeHealthy funds At Forma, we value diversity, and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Duties and responsibilities may not all be covered in the description, or may change over time at the discretion of Forma. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Forma, we welcome diverse perspectives, and people who think rigorously / aren't afraid to challenge assumptions. Join us!