KARISSA JONES
Product Operations | CX Strategy
hello, I'm
creative ops | product enablement | CX strategy
*based in New York, NY
don't be shy.. scroll to get to know me
about.
Experience.
Jun. 2024 - present
Office Manager
Solar GOAT
Remote
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Built and optimized digital workflows for a high-visibility TikTok influencer brand, improving internal coordination and streamlining content scheduling across brand partnerships and social campaigns.
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Spearheaded process improvements for product intake cycles (removals, re-installs, pest protocols), reducing friction across handoffs and enhancing operational visibility.
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Integrated scalable systems for task tracking and social asset delivery, boosting consistency in brand voice and delivery timelines.
Oct. 2023 - present
Keyholder
Sunglasshut - Essilor Luxottica
Central Valley, NY
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Created and deployed an end-to-end training manual system from scratch, cutting onboarding time in half and slashing procedural errors by 50%.
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Designed a full-scale in-store visual suite—print + digital + QR integration—to support retail promotions and elevate customer experience.
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Identified operational pain points and rewrote SOPs to align teams across shifts, improving store efficiency and engagement during peak retail seasons.
Apr. 2023 - Oct. 2023
Career break after lay off
After being laid off, I made the intentional decision to pause and focus on what mattered most—my mental health and long-term growth.
During that time, I mapped out the next phase of my career, returning to school to complete my degree in Human Resources with a minor in Game Development. With two semesters to go, I’m more energized than ever—and ready to bring fresh ideas, sharp systems thinking, and a people-first mindset to my next big challenge.
Dec. 2020 -Apr. 2023
Ecommerce Account Manager
Adjmi Apparel Group
New York, NY
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Led end-to-end go-to-market planning for national retail launches—most notably Justice’s debut in Walmart—driving 600K units sold with an 83% sell-through rate in just 4 weeks.
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Orchestrated campaign alignment across marketing, design, product, and merchant teams for high-velocity IP drops (e.g., Stranger Things), resulting in same-day sell-outs and a 20% boost in collaboration volume.
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Developed onboarding systems for third-party suppliers, raising trust and delivery reliability while driving a 25% increase in contracted eComm units.
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Deployed a Global Trade Item Number (GTIN) system, boosting warehouse speed by 70% and reducing labor costs by $100K/year.
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Authored scalable tutorials for Walmart’s Supplier Portal, increasing vendor self-sufficiency and user task confidence by 40%.
Oct. 2019 - Dec. 2020
Assistant Planner
Garan, Inc.
New York, NY
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Owned end-to-end reporting and analytics for Walmart product engagement, translating raw Excel data into actionable insights that shaped weekly business strategy and customer-facing improvements.
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Delivered high-impact recommendations that improved in-store performance and engagement, backed by deep dives into consumer behavior and trend forecasting.
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Designed and managed forecasting models to support smarter inventory planning and budget allocation across multiple categories—ensuring resources flowed where demand lived
I’m Karissa, a creative ops lead turning good ideas into great execution—with systems that scale and stories that stick.
tl;dr
background & expertise.
BACKGROUND
Jun. 2024 - present
Office Manager
Solar GOAT
Remote
Oct. 2023 - present
Keyholder
Sunglasshut - Essilor Luxottica
Central Valley, NY
Apr. 2023 - Oct. 2023
Career break after lay off
Dec. 2020 -Apr. 2023
Ecommerce Account Manager
Adjmi Apparel Group
New York, NY
Oct. 2019 - Dec. 2020
Assistant Planner
Garan, Inc.
New York, NY
EXPERTISE
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Creative Operations & Project Coordination
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CX Strategy & Process Improvement
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Go-to-Market & Brand Development
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Cross-functional Collaaboration
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Training, Enablement & Documentation
PROGRAMS I USE
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Microsoft Suite (Advanced Excel, PowerPoint, Word)
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Google Suite
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Monday.com/Asana/ Notion
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Canva/ Figma (light)
projects.
FINAL GROUP PROJECT: THE GHOST OF GETTYSBURG
Overview:
As part of my coursework for Game Design at Penn State University, I collaborated with a team to create Ghost of Gettysburg, an immersive narrative game where players unravel the mysteries of a forgotten battalion during the Battle of Gettysburg. The game incorporates item collection, historical landmarks, and decision-based storytelling.
Key Contributions:
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Designed the user manual to enhance the player's understanding and immersion.
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Assisted in shaping the storyline, ensuring a seamless player experience.
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Collaborated with a team to execute a project that blends historical accuracy with engaging gameplay.
Link to game:
SUNGLASS HUT: CLOSING PROCEDURE BOOKLET
Overview:
I developed an in-depth closing procedure booklet for Sunglass Hut that streamlined daily operations and cut training time by 50%. This document became a standard reference tool for the team, reducing procedural errors and enhancing overall efficiency.
Key Contributions:
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Created clear, actionable content that improved employee onboarding and confidence in following procedures.
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Reduced procedural errors by 50%, optimizing day-to-day operations for smoother in-store performance.
JUSTICE BRAND: SOFT LAUNCH & ECOMMERCE OPTIMIZATION
Role: eCommerce Account Manager
Overview:
I played a key role in the Justice brand’s successful soft launch into Walmart, leading efforts in both in-store and online eCommerce optimization. This project not only focused on introducing the brand to a new retail space but also on refining its online presence to drive higher engagement and sales.
Key Contributions:
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Soft Launch Strategy: Led the project plan development for Justice’s soft launch into Walmart, achieving an 83% sell-through rate of 600,000 units in 4 weeks.
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Online Brand Identity & Optimization: Enhanced the online brand identity for Justice, optimizing product pages and user experience, which led to a 25% increase in eCommerce contracts.
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Cross-functional Collaboration: Worked with design, marketing, and external partners to create a cohesive launch experience that was successful both in-store and online.
Outcome:
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This comprehensive approach to both the soft launch and online optimization boosted the brand’s presence and engagement, solidifying Justice as a key player in Walmart’s retail and digital environments.
WAREHOUSE OPTIMIZATION & PROCESS IMPROVEMENT
Role: eCommerce Account Manager
Overview:
II led a project to optimize warehouse operations and streamline daily workflows, focusing on improving efficiency and standardizing processes. By implementing key systems and documentation practices, the warehouse’s performance improved significantly.
Key Contributions:
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Warehouse Optimization: Introduced a Global Trade Item Number (GTIN) system, leading to a 30% increase in efficiency and reducing labor costs by $100,000.
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Standardizing Paperwork & Processes: Developed a streamlined paperwork system that reduced operational errors and increased consistency across teams..
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Team Training & System Implementation: Created training manuals and led onboarding efforts, ensuring that new processes were smoothly integrated and maintained.
Outcome:
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The combined efforts resulted in a major improvement in warehouse operations, with reduced costs, enhanced productivity, and a foundation for future scalability.
