CX Operations Analyst

OLIPOP PBC

. Serve as the operational backbone of OLIPOP’s Omnichannel Customer Experience organization .

Posted 9/29/2026full-timeRemote • United StatesMid-LevelSenior💰 $62,000 - $78,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing cross-functional customer experience initiatives, including the implementation of AI-powered tools and automation workflows. Proven ability to enhance operational efficiency within ecommerce and DTC environments while maintaining strong stakeholder relationships.

Highest-signal resume keywords

Customer Experience ManagementEcommerce OperationsGorgias Helpdesk PlatformNetSuite ERP SystemShopify Ecommerce Platform

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Conversational Customer Service AutomationWorkflow Rules ManagementFraud Detection and ResolutionOrder Management StrategyCross-Functional Project Leadership

Soft Skills

Excellent Written CommunicationStrategic ThinkingProactive Problem Solving

Tools & Technologies

Digital GeniusGuruStay.aiRediemRedo/MalomoKlaviyo

Industry Keywords

DTCCPG3PL Relationship ManagementEcommerce Fraud ProcessesVoice of Customer Reporting

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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