CX Operations Analyst
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Key details
- Location
- Remote
- Work style
- Remote
- Level
- Mid level
- Function
- Operations & Strategy
- Focus area
- other
- Posted
- 2w ago
Skills
About the role
ABOUT OLIPOP
At OLIPOP, we’re on a mission to positively impact consumer health at scale. And we’re doing it through something simple: soda. But not just any soda, a new kind of soda: one that’s delicious, refreshing, and actually good for you.
This mission is deeply personal for our CEO, Co-Founder, and Formulator, Ben Goodwin. Like many of us, Ben grew up consuming the Standard American Diet: lots of soda and processed foods that prioritized convenience over nutrition. But at 14, he took his health into his own hands. After making significant changes to his nutrition and exercise, he lost 50 pounds and saw a transformation in his energy, mood, and emotional clarity.
Those changes sparked a deep curiosity about the connection between nutrition and health. Ben became a relentless student of the gut microbiome and the ways it supports overall wellness. The more he discovered, the more passionate he became about finding credible, science-backed ways to make consumer health accessible to everyone.
The mission was clear. The vehicle? Less so. After exploring the possibilities, Ben landed on an unexpected yet familiar choice: soda. It was something he loved as a kid, and he knew millions shared that same nostalgia. But this wouldn’t be just any soda. With most Americans falling short on daily fiber, Ben set out to create a version with more fiber and less sugar, one that was perfectly balanced. The result? A deliciously refreshing soda with 6 to 9 grams of fiber and 2 to 5 grams of sugar, delivering science-backed benefits without sacrificing the classic taste people crave.
In 2018, the first OLIPOP cans hit the shelves, bringing Ben’s vision to life with a functional soda that anyone could enjoy. And by reimagining soda, we’re also reshaping culture. That means creating products that support health for all and building a business grounded in humanistic values: empathy, integrity, and a belief in better for everyone. From the ingredients we source to the culture we foster, we’re committed to proving that business (and beverage!) can be a force for good, and that soda has the power to bring people together.
So join us, and let’s write a new American soda story together. One we can all feel good about. One OLIPOP at a time.
THE ROLE
OLIPOP is hiring a CX Operations Analyst to serve as the operational backbone of our Omnichannel Customer Experience organization. This is an individual contributor position built for someone who can take ownership of the systems, tooling, and cross-functional relationships that enable the broader CX team to perform at its best.
The ideal candidate will balance meaningful project work, including AI-enabled customer service tooling and subscription experience enhancements, with the operational discipline required to keep DTC & B2B order management, fulfillment, technical tools, and fraud prevention running smoothly day to day. Success in this role requires comfort contributing to vendor strategy discussions, executing detailed system configuration work, and building reporting to help make informed decisions across the CX org.
RESPONSIBILITIES
CX Program Management
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
Systems and Tooling Ownership
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
Technology includes but is not limited to Gorgias, Digital Genius, Guru, Shopify, NetSuite, Stay.ai, Rediem, Redo/Malomo, and Klaviyo.
Logistics and Order Operations
- 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
Fraud and Chargeback Strategy
- 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
Customer Journey and Subscription Experience
- 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
Ecommerce Fulfillment Operations
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
AI Enablement and Automation
- 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
Voice of Customer (VoC) Reporting
- 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
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