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OLIPOP PBC
OLIPOP PBC
51 – 200 Employees
Food & BeverageHealthcareMarketing
OLIPOP PBC develops functional soft drinks that reimagine familiar soda flavors with prebiotic soluble fiber and fewer calories than traditional options. Its range includes Vintage Cola, Root Beer, Cream Soda, and Cherry Cola, combining nostalgic taste with a focus on digestive wellness. The company sells directly to consumers and provides subscription options for recurring orders, serving customers interested in better-for-you beverages and everyday gut health.
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CX Operations Analyst — OLIPOP (Remote)

Drive the systems, fulfillment processes, fraud operations, and automation that support OLIPOP’s omnichannel customer experience. Improve subscription operations and customer journeys across direct-to-consumer and retail channels.

USUnited States
$62,000 – $78,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredOperations
ERP

Description

  • Support the operational needs of OLIPOP’s Omnichannel Customer Experience organization
  • Lead cross-functional CX initiatives from planning through delivery, including product launches and market expansions
  • Manage documentation, deliverables, and alignment with internal teams and external partners
  • Configure and improve backend CX tools, including rule sets, routing, workflows, and new platforms
  • Operate across Gorgias, Digital Genius, Guru, Shopify, NetSuite, Stay.ai, Rediem, Redo/Malomo, and Klaviyo
  • Serve as the primary contact for the third-party logistics partner on B2B and DTC order management and ERP fulfillment strategy
  • Manage relationships with the 3PL, Amazon partner, retail.com partners, Supply Chain team, and other stakeholders
  • Work with Supply Chain to understand order lifecycles and resolve issues proactively
  • Collaborate with the CX Manager and software providers to strengthen operations
  • Manage payment failures, payment-related issues, and escalations
  • Perform fraud detection, monitoring, resolution, and customer communications related to fraud decisions
  • Monitor scam and impersonator trends and escalate findings to Legal and other internal stakeholders
  • Improve customer journeys, subscription experiences, and contact pages with internal teams and Stay.ai
  • Set fulfillment-partner communication and delivery strategies for accurate, timely DTC and TikTok Shop orders
  • Lead the development and ongoing improvement of AI-enabled CX tools
  • Measure tool performance and business impact, identify automation opportunities, and collaborate with Digital Genius
  • Support Voice of Customer reporting by turning Gorgias and Bazaarvoice feedback into actionable insights
  • Work with the CX Manager to improve ticket tagging, tracking strategy, and reporting
  • Report to the Sr. Manager, CX & Loyalty Marketing

Requirements

  • At least five years of relevant experience in customer experience, ecommerce operations, or a related operational discipline, ideally in DTC and CPG
  • Hands-on experience with a helpdesk platform; Gorgias experience is strongly preferred
  • Hands-on experience with an ERP system, specifically NetSuite
  • Hands-on experience with an ecommerce platform, specifically Shopify
  • Experience managing third-party logistics relationships
  • Hands-on experience building, implementing, or managing conversational customer service automation tools and workflows, including ticket automation, workflow rules, or AI-assisted tools
  • Demonstrated ability to lead or support cross-functional projects with competing deadlines and multiple stakeholders
  • Working knowledge of ecommerce fraud and chargeback processes, or the ability to develop this expertise quickly
  • Excellent written communication skills
  • Ability to shift effectively between strategic planning and hands-on execution
  • Preferred: experience supporting large-scale, cross-functional operational rollouts
  • Preferred: familiarity with Shopify, NetSuite, and related support considerations
  • Preferred: experience partnering directly with supply chain or fulfillment teams
  • Preferred: experience working with helpdesk data and tools
  • Preferred: experience working with conversational AI tools

Benefits

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

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