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Salary: USD 62,000 - 78,000 / annual
OLIPOP is a Series C beverage company on a mission to positively impact consumer health through functional soda—products with 6-9g of fiber and 2-5g of sugar. The company is fully remote and values mission connectivity, indomitable spirit, and leadership at every level.
The CX Operations Analyst serves as the operational backbone of OLIPOP's Omnichannel Customer Experience organization. This is an individual contributor role responsible for owning the systems, tooling, and cross-functional relationships that enable the broader CX team to perform at its best.
Key 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 backend CX tools, including rule sets, routing rules, workflow updates, and new tooling setup and maintenance. Technologies include 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 third-party logistics partners on B2B and DTC order management and fulfillment strategy within the ERP system. Own relationships with 3PL, Amazon, retail.com partners, internal Supply Chain team, and others end-to-end.
Reporting and Analytics: Build reporting and dashboards to help the CX organization make informed decisions. Contribute to vendor strategy discussions and execute detailed system configuration work.
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 and B2B order management, fulfillment, technical tools, and fraud prevention running smoothly day to day.
Reports to: Sr. Manager, CX & Loyalty Marketing
Requirements: The posting does not explicitly state years of experience, education, or specific certifications required. However, success in this role requires comfort with vendor strategy discussions, detailed system configuration work, building reporting/dashboards, and managing cross-functional relationships. Familiarity with CX platforms (Gorgias, Digital Genius, etc.), order management systems, and ERP tools is expected. The role demands strong organizational skills, attention to detail, and the ability to thrive in a fast-paced, high-performance startup environment.
