CX Operations Analyst

About OLIPOP

At OLIPOP, we’re on a mission to positively impact consumer health at scale through a new kind of soda: delicious, refreshing, and actually good for you. Our CEO and Co-Founder, Ben Goodwin, transformed his health at age 14 by adopting better nutrition and exercise, losing 50 pounds and experiencing improved energy, mood, and emotional clarity. This sparked his deep curiosity about the gut microbiome and its role in overall wellness. The result? A functional soda with 6 to 9 grams of fiber and 2 to 5 grams of sugar, delivering science-backed benefits without sacrificing taste.

In 2018, OLIPOP brought this vision to life, reshaping culture by creating products that support health for all and fostering a business grounded in values like empathy, integrity, and a commitment to better for everyone.

Join us and help write a new American soda story—one we can all feel good about.

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 and 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
• Work closely with CX Manager on ticket tagging/tracking strategy and reporting optimization