CX Operations Analyst

<div class="content-intro"><p><strong>ABOUT OLIPOP</strong></p>
<p>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.</p>
<p>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.</p>
<p>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.</p>
<p>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.</p>
<p>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.</p>
<p>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.</p>
<p><br><br><br></p></div><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">THE ROLE</span></span></strong></p>
<p><span data-contrast="none">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.</span><span data-ccp-props="{"335559739":160}"> </span></p>
<p><span data-contrast="none">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.</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></p>
<p><span data-ccp-props="{"335559738":300,"335559739":100,"335572079":4,"335572080":4,"335572081":11848920,"469789806":"single"}"><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">RESPONSIBILITIES</span></span></strong> </span></p>
<p><strong><span data-contrast="none">CX Program Management</span></strong><span data-ccp-props="{"201341983":0,"335559738":160,"335559739":40,"335559740":259}"> </span></p>
<p><span data-contrast="none">Manage cross-functional CX initiatives from planning through execution, including: </span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">efforts tied to new product launches and new market expansion</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="16" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none"> Own documentation, deliverables, and stakeholder alignment across each initiative working with partners internally and externally</span><span data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Systems and Tooling Ownership</span></strong><span data-ccp-props="{"335559738":160,"335559739":40}"> </span></p>
<p><span data-contrast="none">Own the configuration, maintenance, and continued evolution of our backend CX tools, including:</span><span data-ccp-props="{"335559739":160}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none"> Rule sets, routing rules, and workflow updates as business needs evolve</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">New tooling set up and maintenance</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<p><span data-contrast="none">Technology includes but is not limited to Gorgias, Digital Genius, Guru, Shopify, NetSuite, Stay.ai, Rediem, Redo/Malomo, and Klaviyo.</span><span data-ccp-props="{"335559739":160}"> </span></p>
<p><strong><span data-contrast="none">Logistics and Order Operations</span></strong><span data-ccp-props="{"335559738":160,"335559739":40}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="9" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">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</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="9" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Own the relationship with our 3PL, Amazon partner, retail.com partners, internal Supply Chain team, and others, end to end</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="9" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">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.</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="9" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Partner with CX Manager and third party software provider to enhance </span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Fraud and Chargeback Strategy</span></strong><span data-ccp-props="{"335559738":160,"335559739":40}"> </span></p>
<ul>
<li data-leveltext="●" data-font="Segoe UI" data-listid="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"●","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Manage payment operations, including payment issues, failures, and escalations</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Execute fraud detection, monitoring, and resolution, including Fraud review workflows anf customer communication related to fraud decisions</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Track and report scams and impersonator trends, escalating to Legal and internal stakeholders as needed</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Partner with CX Manager to ensure fraud decisions are communicated clearly and consistently to customers</span> <br><span data-ccp-props="{"201341983":0,"335559738":160,"335559739":40,"335559740":300}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Customer Journey and Subscription Experience</span></strong><span data-ccp-props="{"201341983":0,"335559738":160,"335559739":40,"335559740":300}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Partner with cross-functional internal and external (Stay.ai) teams to enhance the customer journey on our website.</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Particular focus on improving the subscription experience and contact pages</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Ecommerce Fulfillment Operations</span></strong><span data-ccp-props="{"335559738":160,"335559739":40}"> </span></p>
<p><span data-contrast="none">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</span><span data-ccp-props="{"335559739":160}"> </span></p>
<p><strong><span data-contrast="none">AI Enablement and Automation</span></strong><span data-ccp-props="{"335559739":160}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Lead the development and ongoing refinement of AI-powered tools for the CX organization. </span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">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</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Voice of Customer (VoC) Reporting</span></strong><span data-ccp-props="{"335559738":160,"335559739":40}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="10" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Contribute to Voice of Customer reporting for the CX organization</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="10" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none"> Synthesize recurring themes and customer feedback into clear, actionable insights for cross-functional partners using helpdesk (Gorgias) and review platform (Bazaar Voice) insight</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="10" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none"> Work closely with CX Manager on ticket tagging/tracking strategy and reporting optimization</span><span data-ccp-props="{"335559739":160}"> </span></li>
</ul>
<p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">REQUIREMENTS</span></span></strong></p>
<ul>
<li><span data-contrast="none">5-8 years of applicable experience in customer experience, ecommerce operations, or a related operational function, ideally within a DTC and CPG environment</span></li>
<li><strong> </strong><span data-contrast="none">Hands-on experience with a helpdesk platform (Gorgias experience strongly preferred), an ERP system (Netsuite), an ecommerce platform (Shopify) and 3PL relationship management</span></li>
<li><strong> </strong><span data-contrast="none">Required: hands-on experience building, implementing, or managing conversational customer service automation tools  and workflows (e.g., ticket automation, workflow rules, or AI-assisted tooling), beyond simply operating existing solutions</span></li>
<li><strong> </strong><span data-contrast="none">Proven experience leading or supporting cross-functional projects with competing deadlines and multiple stakeholders</span></li>
<li><strong> </strong><span data-contrast="none">Working knowledge of ecommerce fraud and chargeback processes, or the demonstrated ability to build this expertise quickly</span></li>
<li><strong> </strong><span data-contrast="none">Excellent written communication skills, with the ability to represent CX policy and process clearly to both internal and external audiences</span></li>
<li><strong> </strong><span data-contrast="none">Demonstrated ability to move fluidly between high-level strategy and hands-on execution</span></li>
</ul>
<p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Preferred Qualifications</span></span></strong><span data-ccp-props="{"335559738":300,"335559739":100,"335572079":4,"335572080":4,"335572081":11848920,"469789806":"single"}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":620,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Experience supporting large-scale, cross-functional operational rollouts</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":620,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Familiarity with ecommerce platforms (Shopify), ERP Systems (NetSuite), and their unique support considerations</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":620,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Experience partnering directly with supply chain or fulfillment functions</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":620,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Experiencing working with helpdesk data and tools</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":620,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Experience working with conversational AI tools</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<p><strong><span data-ccp-props="{"335559739":90}">REPORTS INTO:</span></strong></p>
<p><span data-ccp-props="{"335559739":90}">Sr. Manager, CX & Loyalty Marketing</span></p>
<p><strong><span data-ccp-props="{"335559739":90}">COMPENSATION:</span></strong></p>
<p><span data-ccp-props="{"335559739":90}">$62,000 - $78,000 + Bonus</span></p><div class="content-conclusion"><p><strong><em>HOW WE WORK</em></strong></p>
<p>We may be fully remote, but we’re anything but disconnected. OLIPOP has grown from a few passionate people around a table to a nationwide team, and we’ve done it without losing our collaborative spirit or sense of purpose.</p>
<p>Connection here is intentional. From cross-functional projects and IRL offsites to thoughtful Slack threads and spontaneous gifs, we make the effort to stay close, even across time zones. Sure, we move quickly, but we lead with trust, transparency, and a shared commitment to doing work that matters.</p>
<p>We value thoughtful debate. We give feedback with care and receive it with curiosity, knowing that real growth, both personal and collective, comes from listening as much as leading. Because at OLIPOP, it’s not just about getting things done. It’s about growing together, staying true to what matters, and building something with lasting impact.</p>
<p> </p>
<p><strong><em>WHAT WE VALUE</em></strong></p>
<p>At OLIPOP, our values aren’t just posters on a wall. They shape how we show up: for each other, for our customers, and for the mission we’re chasing together. </p>
<ul>
<li><strong>Mission Connectivity</strong>: Everything we do ladders up to our shared goal: supporting human health. Whether launching a new flavor or conducting clinical research, the mission stays front and center.</li>
<li><strong>Indomitable Spirit</strong>: When things get messy, we get inventive. We stay curious, adapt quickly, and find the path forward, most likely with a dedicated Slack thread and a beautifully overbuilt deck.</li>
<li><strong>Lead at Every Level</strong>: Leadership isn’t about titles, it’s about ownership. We speak up, follow through, and lift each other up. If you’ve got ideas and initiative, you’ve got influence.</li>
<li><strong>Courageous Humility: </strong>We’re confident in what we bring and curious about what we don’t know (yet). We give feedback with care, take it with grace, and know that real growth takes both.</li>
</ul>
<p> </p>
<p><strong><em>WHAT WE’RE LOOKING FOR</em></strong></p>
<p>Success at OLIPOP doesn’t come from checking boxes; it comes from living our values, staying curious, and finding energy in both the pace and the purpose. We’re building something big, and we’re looking for people who: </p>
<ul>
<li>Think big, move fast, and take thoughtful risks</li>
<li>Thrive in a high-performance, feedback-rich environment</li>
<li>Value real human connection and honest collaboration</li>
<li>Are fired up by building something new, and making it better every day</li>
</ul>
<p>Startup life at OLIPOP is equally fun and fast-paced. If you’re energized by a dynamic environment, eager to grow, and excited to help shape something meaningful from the inside out, OLIPOP is a one-of-a-kind ride.</p>
<p><strong><span style="font-weight: 400;"> </span></strong></p>
<p><em>We are committed to providing reasonable accommodations to qualified individuals with disabilities or other needs during the application process and employment. To request an accommodation, please contact The People Team at [email hidden].</em></p>
<p><strong><em>We are proud to be an Equal Opportunity Employer.  OLIPOP will consider all qualified applicants without regard to race, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status, or any other characteristics protected by law.</em></strong></p>
<p> </p>
<p><strong>Submission of Application Materials</strong><br>Applicants are required to submit only the materials specifically requested as part of the application process. Please do not include any unsolicited materials, as they will not be reviewed or considered.</p>
<p>Unsolicited materials may include, but are not limited to:</p>
<ul>
<li>Marketing or promotional concepts</li>
<li>Business ideas or strategies</li>
<li>Photographs, videos, or other media</li>
<li>Presentations, designs, or other creative content</li>
</ul>
<p>By submitting any materials beyond those explicitly requested, you agree that:</p>
<ol>
<li>You are voluntarily providing such materials;</li>
<li>You irrevocably assign all rights, title, and interest in and to those materials to Olipop Inc.; and</li>
<li>Olipop Inc. may use, reproduce, modify, distribute, or otherwise exploit such materials for any purpose anywhere in the world, without restriction or compensation.</li>
</ol>
<p><strong><span style="font-weight: 400;"> </span></strong></p></div>