OLIPOP PBC

Director

• Lead OLIPOP’s social presence and shape how the brand shows up in culture
• Develop and own overarching social media strategy and vision across Instagram, TikTok, Meta, LinkedIn, and emerging platforms
• Establish channel-specific strategies aligned with brand, communications, and Marketing KPIs
• Develop social-first creative ideas and campaigns that are culturally relevant and innovative
• Identify cultural moments, internet behaviors, communities, creators, and trends for brand opportunities
• Oversee social creative development from brief through execution
• Oversee social content calendars and channel plans
• Partner with Producers and Creative teams on production calendars, processes, and workflows
• Collaborate with Brand, Creative, Influencer, PR, Partnerships, and Marketing teams on integrated campaigns
• Lead and mentor OLIPOP’s growing social team
• Monitor cultural and social risks and guide crisis and issues management
• Establish social KPIs and measurement frameworks
• Analyze performance and audience insights and provide recommendations
• Regularly communicate social performance, learnings, opportunities, and recommendations to senior leadership
• Report to the Sr. Director, PR + Comms

Director, Social

Operations

• 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

CX Operations Analyst

Analyst

• Manage day-to-day customer operations in partnership with the Supply Chain Manager
• Own the end-to-end order stream and drive toward a 95% no-touch order-to-cash process
• Partner with Logistics to ensure on-time delivery and truckload consolidation
• Manage EDI systems and order management processes
• Identify root causes of recurring fulfillment roadblocks and implement scalable solutions
• Own the logistics non-compliance and fines process from identification through resolution
• Own customer fill rate reporting and drive root-cause investigations and corrective actions
• Support onboarding of new customers and deepen relationships with existing accounts
• Monitor inventory levels and proactively manage potential inventory cuts
• Build scalable SOPs and share knowledge and best practices
• Report to the Manager, Supply Chain Customer Service

Collaborative Planning, Forecasting, Replenishment Analyst

Brand Manager

• Contribute to marketing strategies and annual plans aligned with company objectives, market trends and consumer needs
• Independently own execution of assigned marketing plan components
• Monitor brand and business performance and synthesize data-driven recommendations
• Lead day-to-day execution of integrated campaigns across broadcast, digital, social and influencer channels
• Manage brand marketing workstreams for new products, partnerships, flavors and formats
• Partner on qualitative and quantitative consumer research and competitive analysis
• Track campaign performance and share post-campaign learnings to improve ROI
• Manage assigned project budgets and optimize spend
• Collaborate with PR, media, partnerships, social, influencer, loyalty marketing and design teams
• Suggest project priorities and timelines, proactively flagging risks and blockers
• Share best practices and process improvements with less-experienced colleagues
• Report to the Director, Brand Marketing

Director, Social

CX Operations Analyst

Collaborative Planning, Forecasting, Replenishment Analyst

Associate Brand Manager