CX Operations Analyst

Responsibilities

• Manage cross-functional CX initiatives, including new product launches and market expansion
• Own configuration and maintenance of backend CX tools such as Gorgias, Shopify, NetSuite, and Klaviyo
• Serve as the primary point of contact for 3PL partners on B2B and DTC order management
• Execute fraud detection, monitoring, and chargeback resolution strategies
• Enhance the customer journey and subscription experience on the website
• Lead the development and refinement of AI-powered tools for the CX organization
• Synthesize customer feedback into actionable insights for Voice of Customer (VoC) reporting

Requirements

• 5-8 years of experience in customer experience or ecommerce operations, ideally in DTC/CPG
• Hands-on experience with Gorgias, NetSuite, and Shopify
• Proven experience building or managing conversational customer service automation tools
• Ability to lead cross-functional projects with multiple stakeholders
• Working knowledge of ecommerce fraud and chargeback processes
• Strong written communication skills

Preferred Qualifications

• Experience supporting large-scale operational rollouts
• Experience partnering directly with supply chain or fulfillment functions
• Experience working with conversational AI tools

About the Company

OLIPOP is on a mission to positively impact consumer health at scale by reimagining soda as a functional beverage that is delicious, refreshing, and science-backed.