CX Operations Analyst

🕒 Setembro 29

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $62.000 - $78.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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OLIPOP PBC

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

🏥 Saúde

📣 Marketing

🍽️ Alimentos e Bebidas

Healthcare • Marketing • Food & Beverage

A OLIPOP PBC é uma empresa que oferece uma variedade de bebidas inspiradas nos sabores clássicos de refrigerantes. Essas bebidas são projetadas como uma alternativa mais saudável aos refrigerantes tradicionais, com fibras solúveis prebióticas e conteúdo reduzido de calorias, tornando-as uma opção funcional e amigável para a digestão. Sua linha de produtos inclui sabores como Vintage Cola, Root Beer, Cream Soda e Cherry Cola, entre outros. A OLIPOP promove suas bebidas como indulgências sem culpa que proporcionam tanto prazer nostálgico quanto benefícios à saúde, atendendo aos consumidores interessados em bem-estar e saúde digestiva. A empresa também realiza vendas diretas ao consumidor e oferece serviços de assinatura para economias contínuas.

Descrição

• Serve as the operational backbone of OLIPOP’s Omnichannel Customer Experience organization • Manage cross-functional CX initiatives from planning through execution, including new product launches and new market expansion • Own documentation, deliverables, and stakeholder alignment with internal and external partners • Configure, maintain, and evolve backend CX tools, including rule sets, routing rules, workflows, and new tooling • Work with Gorgias, Digital Genius, Guru, Shopify, NetSuite, Stay.ai, Rediem, Redo/Malomo, and Klaviyo • Serve as primary contact for the third-party logistics partner on B2B and DTC order management and fulfillment strategy within the ERP system • Own relationships with the 3PL, Amazon partner, retail.com partners, internal Supply Chain team, and others • Partner with Supply Chain to understand the order lifecycle and resolve issues proactively • Partner with the CX Manager and software providers to enhance operations • Manage payment issues, failures, and escalations • Execute fraud detection, monitoring, resolution, and customer communications related to fraud decisions • Track and report scams and impersonator trends, escalating to Legal and internal stakeholders as needed • Improve the customer journey, subscription experience, and contact pages with internal and Stay.ai teams • Own fulfillment-partner communication and strategy for timely, accurate DTC and TikTok Shop order delivery • Lead development and refinement of AI-powered CX tools • Report on tool performance and business impact, identify automation opportunities, and partner with Digital Genius • Contribute to Voice of Customer reporting and synthesize feedback from Gorgias and Bazaarvoice into actionable insights • Collaborate with the CX Manager on ticket tagging, tracking strategy, and reporting optimization • Reports to the Sr. Manager, CX & Loyalty Marketing

🎯 Requisitos

• 5+ years of applicable experience in customer experience, ecommerce operations, or a related operational function, ideally within a DTC and CPG environment • Hands-on experience with a helpdesk platform; Gorgias experience strongly preferred • Hands-on experience with an ERP system, specifically NetSuite • Hands-on experience with an ecommerce platform, specifically Shopify • 3PL relationship management experience • Required hands-on experience building, implementing, or managing conversational customer service automation tools and workflows, such as ticket automation, workflow rules, or AI-assisted tooling • Proven experience leading or supporting cross-functional projects with competing deadlines and multiple stakeholders • Working knowledge of ecommerce fraud and chargeback processes, or demonstrated ability to build this expertise quickly • Excellent written communication skills • Ability to move fluidly between high-level strategy and hands-on execution • Preferred: experience supporting large-scale, cross-functional operational rollouts • Preferred: familiarity with Shopify, NetSuite, and their support considerations • Preferred: experience partnering directly with supply chain or fulfillment functions • Preferred: experience working with helpdesk data and tools • Preferred: experience working with conversational AI tools

🏖️ Benefícios

• Bonus • Fully remote work • IRL offsites • Cross-functional collaboration • Reasonable accommodations during the application process and employment

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