Manages high-risk, complex customer escalations from initial contact through resolution across phone, chat, and email. Evaluates customer, legal, financial, operational, and reputational risks; prepares executive and regulatory communications; coordinates with Legal, Finance, and cross-functional teams; and exercises independent judgment on exceptions and reimbursements. Identifies root causes, recurring trends, and process improvements while using AI tools to improve resolution efficiency and customer retention.

Create and edit high-volume static and video advertising for Newton Baby and other bedding brands across Meta, TikTok, and YouTube. Transform UGC and creator footage into polished ad variants, execute rapid iterations, organize and QA assets, build reusable templates, and maintain brand consistency. Collaborate with creatives, copywriters, directors, growth teams, and media buyers to produce performance-focused DTC advertising.

Leads merchandising and brand management across a multi-brand e-commerce portfolio. Owns assortment strategy, pricing, promotions, product content, catalog quality, margin governance, product marketing alignment, and new product development. Builds a unified, analytics-driven merchandising function; establishes operating processes and decision rights; manages product roadmaps and launches; partners with finance, sourcing, manufacturing, marketing, creative, technology, and operations to improve profitability, conversion, SKU productivity, and portfolio growth.