About the role
About Gen
Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.
Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.
When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.
At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.
If this sounds like you, we’d love you to be part of Gen.
About the role
The Fulfillment Operations Analyst plays a key role in ensuring customers receive the right products, entitlements, and communications at the right time. This role sits within Consumer Services & Inside Sales (CSIS) and partners closely with support, sales IT, and external vendors to keep fulfillment and Executive Privacy workflows accurate, timely, and scalable as we grow.
You’ll own day-to-day monitoring of fulfillment and removal processes, investigate and resolve issues, and use both traditional analytics and AI-powered tools to recommend improvements that reduce defects and re-work. You are comfortable using AI assistants for research, documentation, and analysis while maintaining strong human judgment and quality control.
Key Responsibilities
- Monitor end-to-end order, entitlement, and fulfillment workflows to ensure on-time, accurate delivery for Executive Privacy and consumer customers.
- Own day-to-day execution of Executive Privacy removal strategies, including monitoring, auditing, and quality checks to ensure high-quality outcomes and thorough due diligence.
- Systematically remove personal data from online sources, working your task queue in line with standard turnaround times and fulfillment SLAs.
- Triage and resolve fulfillment and removal defects (e.g., incorrect products, missing entitlements, failed removals), coordinating with CS, Sales, Tech/Ops, and Account Managers as needed.
- Leverage AI-enabled tools (e.g., AI assistants, AI features in spreadsheets/BI tools) to accelerate research, data analysis, and documentation while ensuring accuracy and compliance with internal guidelines.
- Support new product, offer, and campaign launches by validating fulfillment and removal flows, test cases, and data mappings before and after release.
- Create and maintain process documentation, playbooks, and runbooks for common fulfillment and Executive Privacy scenarios and edge cases.
- Complete ad-hoc assignments related to client removals and campaign fulfillment as needed.
- Surface data-driven recommendations to simplify processes, reduce manual work, and improve the customer experience.
- Collaborate with internal and external partners where fulfillment steps touch third-party platforms.
About You
- Experience in operations, fulfillment, order management, privacy/removal services, or business operations in a SaaS, e-commerce, or subscription-based environment.
- Proficiency with internet browsers and Microsoft Office Suite; comfortable learning new tools and systems quickly.
- Experience using AI/automation tools (e.g., AI assistants, AI features in spreadsheets/BI tools, knowledge-management search) to improve productivity, analyze data, or draft/process documentation, with strong human review.
- Excellent consulting, written, and verbal communication skills; able to explain complex topics clearly to both internal partners and clients.
- Strong analytical, problem-solving, and organizational skills, with experience working with data in Excel/Sheets and/or BI tools.
- Proven ability to multitask and prioritize a high volume of tasks across multiple accounts while maintaining exceptional attention to detail.
- Demonstrated ability to stay calm, professional, and solutions-oriented under pressure and tight deadlines.
- Track record of collaborating effectively across teams (support, sales, Account Management, IT, vendors) and influencing without direct authority.
- Comfortable working in a fast-paced, ticket- and documentation-driven environment.
- Experience in consumer support, inside sales, privacy operations, or CS operations.
- Familiarity with tools such as Salesforce, ServiceNow/Jira, and contact center platforms.
- Experience applying AI or advanced analytics to operations (e.g., queue prioritization, root-cause analysis, or process optimization).
- Background in continuous improvement (Lean, Six Sigma, or similar) and process mapping.
- Prior experience in subscription, entitlement, or digital product fulfillment.
What's Next...
- TA Screening Call
- Tech Interview
- Interview & Discussion- Hiring Manager (Virtual or face-to-face)