Senior Paper Operations Specialist

ABOUT US

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.

LIFE AT TKWW

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.

About the Role and Our Team

The Senior Paper Operations Specialist 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.

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.

Key Responsibilities

Financial & Administrative Operations

Manage new vendor onboarding and collaborate closely with cross-functional partners (Legal, Accounts Payable, Procurement, and Data).

Oversee contract execution, renewals, and Purchase Order (PO) creation for vendor partners.

Manage monthly and bi-weekly billing processes, royalty tracking (e.g., Netflix, VW), and overall payment tracking.

Conduct detailed reviews and tracking of monthly printer invoice fees to ensure accuracy.

Printer Partnership & Capacity Management

Establish and monitor printer facility capacity and operational risks, escalating issues and implementing remediation plans as needed.

Monitor product inventory (including sample kits and envelopes) and coordinate production and replenishments.

Partner with printers to support peak and holiday operations, ensuring total readiness and rapid issue resolution during high-volume periods.

Support the onboarding of new fulfillment facilities, ensuring strict alignment on shipping standards, processes, and service level agreements (SLAs).

Manage special order needs and custom requests (e.g., Marketing requests).

Shipping & Carrier Management

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.

Project management across CX, Product, Engineering, and Business teams when shipping escalations occur to mitigate negative impacts on the customer experience.

Oversee the submission, tracking, and resolution of shipping claims for damaged, late, or lost orders; identify patterns to influence operational changes.

Track and analyze shipping costs continuously to identify risks, trends, and financial optimization opportunities.