Note: The job is a remote job and is open to candidates in USA. OLIPOP is a functional beverage company focused on improving consumer health through better-for-you soda. The CX Operations Analyst will support the Omnichannel Customer Experience organization by managing CX programs, systems and tooling, order operations, fraud prevention, subscription experiences, AI-enabled automation, and Voice of Customer reporting.
Responsibilities
- Manage Cross-functional CX Initiatives From Planning Through Execution, Including
- Efforts tied to new product launches and new market expansion
- Own documentation, deliverables, and stakeholder alignment across each initiative working with partners internally and externally
- Own the configuration, maintenance, and continued evolution of our backend CX tools, including:
- Rule sets, routing rules, and workflow updates as business needs evolve
- New tooling set up and maintenance
- Serve as the primary point of contact for our third-party logistics partner on B2B and DTC order management and fulfillment strategy within our ERP system
- Own the relationship with our 3PL, Amazon partner, retail.com partners, internal Supply Chain team, and others, end to end
- Partner closely with the supply chain team to maintain a comprehensive, end-to-end understanding of the order lifecycle, proactively identifying and resolving issues before they affect customers
- Partner with CX Manager and third party software provider to enhance
- Manage payment operations, including payment issues, failures, and escalations
- Execute fraud detection, monitoring, and resolution, including Fraud review workflows anf customer communication related to fraud decisions
- Track and report scams and impersonator trends, escalating to Legal and internal stakeholders as needed
- Partner with CX Manager to ensure fraud decisions are communicated clearly and consistently to customers
- Partner with cross-functional internal and external (Stay.ai) teams to enhance the customer journey on our website
- Particular focus on improving the subscription experience and contact pages
- Own communication and strategy with fulfillment partners to ensure timely, accurate order delivery and rapid resolution of issues as they arise. Includes DTC and TikTok shop
- Lead the development and ongoing refinement of AI-powered tools for the CX organization
- Report on tool performance and business impact, identify new automation opportunities, and serve as the primary strategic partner to our third-party AI vendor (Digital Genius), in partnership with our CX Associate
- Contribute to Voice of Customer reporting for the CX organization
- Synthesize recurring themes and customer feedback into clear, actionable insights for cross-functional partners using helpdesk (Gorgias) and review platform (Bazaar Voice) insight
- Work closely with CX Manager on ticket tagging/tracking strategy and reporting optimization
Skills
- 5-8 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), an ERP system (Netsuite), an ecommerce platform (Shopify) and 3PL relationship management
- Required: hands-on experience building, implementing, or managing conversational customer service automation tools and workflows (e.g., ticket automation, workflow rules, or AI-assisted tooling), beyond simply operating existing solutions
- Proven experience leading or supporting cross-functional projects with competing deadlines and multiple stakeholders
- Working knowledge of ecommerce fraud and chargeback processes, or the demonstrated ability to build this expertise quickly
- Excellent written communication skills, with the ability to represent CX policy and process clearly to both internal and external audiences
- Demonstrated ability to move fluidly between high-level strategy and hands-on execution
- Gorgias experience strongly preferred
- Experience supporting large-scale, cross-functional operational rollouts
- Familiarity with ecommerce platforms (Shopify), ERP Systems (NetSuite), and their unique support considerations
- Experience partnering directly with supply chain or fulfillment functions
- Experiencing working with helpdesk data and tools
- Experience working with conversational AI tools
Benefits
- Bonus
- Fully remote work arrangement
- Cross-functional projects and IRL offsites
Company Overview