CX Operations Analyst
Remote · USD 62,000-78,000 · 5-8 years experience · Remote · Posted Sep 29, 2026
At a glance
- Experience
- 5-8 years experience
- Workplace
- Remote
- Location
- Remote
- Salary
- USD 62,000-78,000
About Olipop
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
About the role
- The CX Operations Analyst serves as the operational backbone of the Omnichannel Customer Experience organization.
- This individual contributor role manages systems, tooling, and cross-functional relationships to enable the CX team to perform at its best.
- The position balances project work, such as AI-enabled tooling and subscription enhancements, with daily operational tasks like order management and fraud prevention.
Responsibilities
- Manage cross-functional CX initiatives from planning through execution, including new product launches and market expansion.
- Own the configuration, maintenance, and evolution of backend CX tools, including routing rules and workflow updates.
- Serve as the primary point of contact for third-party logistics partners regarding B2B and DTC order management and fulfillment.
- Manage payment operations, including payment failures, escalations, and fraud detection/resolution.
- Partner with internal and external teams to enhance the customer journey, specifically focusing on subscription experiences.
- Lead the development and refinement of AI-powered tools for the CX organization.
- Report on tool performance, business impact, and identify new automation opportunities.
- Contribute to Voice of Customer reporting by synthesizing feedback into actionable insights.
- Work with the CX Manager on ticket tagging, tracking strategy, and reporting optimization.
- Track and report scams and impersonator trends to Legal and internal stakeholders.
Requirements
- 5-8 years of applicable experience in customer experience, ecommerce operations, or a related operational function.
- Hands-on experience with a helpdesk platform, an ERP system (NetSuite), an ecommerce platform (Shopify), and 3PL relationship management.
- Experience building, implementing, or managing conversational customer service automation tools and workflows.
- Proven experience leading or supporting cross-functional projects with competing deadlines and multiple stakeholders.
- Working knowledge of ecommerce fraud and chargeback processes.
- Excellent written communication skills with the ability to represent CX policy clearly to internal and external audiences.
- Demonstrated ability to move fluidly between high-level strategy and hands-on execution.
Preferred qualifications
- Experience supporting large-scale, cross-functional operational rollouts.
- Familiarity with Shopify and NetSuite support considerations.
- Experience partnering directly with supply chain or fulfillment functions.
- Experience working with helpdesk data and tools.
- Experience working with conversational AI tools.
Benefits
- $62,000 - $78,000 salary
- Bonus
Workplace
- Fully remote position.
Skills
- Gorgias
- Digital Genius
- Guru
- Shopify
- NetSuite
- Stay.ai
- Rediem
- Redo
- Malomo
- Klaviyo
- Bazaar Voice
- Conversational AI
Show all 15 skills
- Fraud Detection
- Order Management
- ERP
