CX Operations Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the operational foundation of OLIPOP’s Omnichannel Customer Experience team.

• Oversee cross-functional customer experience initiatives from conception to execution, including product launches and market expansions.

• Manage documentation, deliverables, and ensure alignment with both internal and external stakeholders.

• Configure, maintain, and enhance backend customer experience tools, which encompass rule sets, routing rules, workflows, and new technologies.

• Collaborate with platforms such as Gorgias, Digital Genius, Guru, Shopify, NetSuite, Stay.ai, Rediem, Redo/Malomo, and Klaviyo.

• Serve as the primary liaison for the third-party logistics partner regarding B2B and DTC order management and fulfillment strategies within the ERP system.

• Foster relationships with the 3PL, Amazon partners, retail.com partners, internal Supply Chain team, and others.

• Work alongside the Supply Chain team to comprehend the order lifecycle and proactively address any issues.

• Collaborate with the CX Manager and software providers to optimize operations.

• Handle payment discrepancies, failures, and escalations.

• Implement fraud detection, monitoring, resolution, and manage customer communication concerning fraud outcomes.

• Track and report on scams and impersonation trends, escalating issues to Legal and internal stakeholders as necessary.

• Enhance the customer journey, subscription experience, and contact pages in partnership with internal teams and Stay.ai.

• Direct communication and strategy with fulfillment partners to ensure precise and prompt DTC and TikTok Shop order deliveries.

• Lead the development and enhancement of AI-driven customer experience tools.

• Report on tool performance and business impact, identifying automation opportunities and collaborating with Digital Genius.

• Contribute to Voice of Customer reporting and translate feedback from Gorgias and Bazaarvoice into actionable insights.

• Work with the CX Manager on ticket tagging, tracking strategies, and optimizing reporting.

• Reports to the Sr. Manager, CX & Loyalty Marketing.

⛳️ Requirements

• Minimum of 5 years of relevant experience in customer experience, ecommerce operations, or a related operational function, preferably in a DTC and CPG environment.

• Practical experience with a helpdesk platform; experience with Gorgias is highly preferred.

• Hands-on experience with an ERP system, particularly NetSuite.

• Direct experience with an ecommerce platform, especially Shopify.

• Experience in managing 3PL relationships.

• Required practical experience in building, implementing, or managing conversational customer service automation tools and workflows, including ticket automation, workflow rules, or AI-assisted tools.

• Proven track record of leading or assisting in cross-functional projects with competing deadlines and diverse stakeholders.

• Familiarity with ecommerce fraud and chargeback processes, or a demonstrated ability to quickly learn this expertise.

• Exceptional written communication skills.

• Capability to seamlessly transition between high-level strategy and hands-on execution.

• Preferred: experience in supporting large-scale, cross-functional operational implementations.

• Preferred: knowledge of Shopify, NetSuite, and their respective support considerations.

• Preferred: experience collaborating directly with supply chain or fulfillment functions.

• Preferred: experience with helpdesk data and tools.

• Preferred: familiarity with conversational AI tools.

🏝️ Benefits

• Bonus.

• Fully remote work.

• In-person offsite events.

• Opportunities for cross-functional collaboration.

• Reasonable accommodations available during the application process and throughout employment.