CX Operations Analyst

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $62k - $78k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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OLIPOP PBC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🏥 Healthcare

📣 Marketing

🍽️ Food & Beverage

Healthcare • Marketing • Food & Beverage

OLIPOP PBC is a company that offers a variety of beverages inspired by classic soda flavors. These beverages are designed as a healthier alternative to traditional sodas, featuring prebiotic soluble fibers and reduced calorie content, making them a functional and digestive-friendly option. Their product range includes flavors like Vintage Cola, Root Beer, Cream Soda, and Cherry Cola, among others. OLIPOP promotes its drinks as guilt-free indulgences that provide both nostalgic enjoyment and health benefits, catering to consumers interested in wellness and digestive health. The company also engages in direct-to-consumer sales and offers subscription services for ongoing savings.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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