Operations Analyst

Job Title: Operations Analyst

Location: Remote

Type: Full-Time

Reports To: Head of Product

Who are We?

Thirstie is an ecommerce and technology platform that powers compliant online alcohol sales for the world’s leading beverage alcohol brands. Our white-label solution connects brand websites directly to a network of licensed retailers, enabling seamless transactions while ensuring regulatory compliance. We help brands build direct consumer relationships, gain insights through rich data analytics, and drive incremental sales — all without holding inventory or managing fulfillment. Thirstie is a remote-first, fast-paced company with a collaborative team passionate about redefining the future of alcohol ecommerce.

About the Role

We are seeking a detail-oriented, proactive Operation Analyst to lead day-to-day operations across our brand and fulfillment partner network. This role is responsible for coordinating onboarding, managing inventory and product data, resolving customer and order issues, and maintaining strong relationships with internal teams and external partners. The ideal candidate is organized, communicative, and thrives in a fast-moving environment with many moving parts.

Key Responsibilities:

Retail Operations

●      Order Management: Oversee daily customer orders, resolving issues promptly via HelpScout.

●      Order Issue Follow-Up: Proactively manage open order issues by coordinating with retail partners and customers.

●      Unaccepted Orders: Identify and follow up on orders that have not been accepted within 3 days.

●      Fulfillment Status Checks: Monitor accepted orders older than 3 days to ensure timely fulfillment; flag potential delays to brands.

Customer Support

●      Respond to customer inquiries and complaints, and work with the Customer Success team to ensure timely follow-up and resolution.

●      Train Customer Success team

Brand & Fulfillment Partner Support

●      Brand Onboarding: Collaborate with Sales and Operations to manage onboarding timelines and requirements.

●      Manage Brand Relationships and establish biannual check-ins with partner brands.

●      Inbound Requests: Manage inquiries from brands and partners related to pricing, product updates, availability, and connection issues.

●      Billing Support: Coordinate with Finance to track brand invoicing and follow up on past-due accounts.

Product & Fulfillment Setup

●      Product Setup: Enter and configure new products in the system as part of onboarding workflows.

●      Pricing Confirmation: Validate pricing with fulfillment partners for all new product launches.

●      Retail Partner Setup: Add new retailer fulfillment partners into the platform and provide training on using the dashboard.

●      Inventory Mapping: Ensure all active products are correctly linked to partners with available stock.

Qualifications

●      3 years of experience in ecommerce operations, business support, or customer success

●      Strong organizational and project management skills

●      Excellent verbal and written communication

●      Proficiency with order management systems and customer service platforms (e.g., HelpScout)

●      A knowledge of the three-tier alcohol Industry

●      Familiarity with product setup and inventory processes

●      Attention to detail and ability to manage competing priorities

Location & Work Hours

This is a U.S.-based role. The position is remote, but candidates must be able to work standard U.S. business hours Eastern or Central time.

What we Offer

●      Paid Vacation

●      Paid Holidays

●      Cell Phone Reimbursement

●      Health, Dental, and Vision Insurance

●      Company sponsored retirement plan with a 3.5% company match

Salary Range: $60,000 to $70,000 depending on experience

20/20 Capital LLC (and its affiliated companies, including CNI Brands and Cocktail Courier) is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic under applicable federal, state, or local law.