Customer Experience Manager - AI-Driven CX & Retention

O Positiv Health; Santa Monica (CA); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical, Vision, Dental Coverage

401K with matching

Flexible PTO

Job summary

O Positiv Health, a Los Angeles-based women's health company, seeks a Customer Experience Associate Manager to own CX operations, manage an external partner, and scale high-quality, on-brand support. You will roll out AI-powered automation, maintain an SOP library, and build reporting to inform leadership decisions.

Reporting to the VP of Operations, you will collaborate with eCommerce, Retail, Retention, and Finance to drive retention and lifetime value while modernizing CX across the

Qualifications

• 3-5 years of experience in customer experience, operations, or a related function, with direct experience managing a team of agents.
• Comfortable owning KPIs and holding a team accountable to them—you don't wait for problems to surface, you're already watching for them.
• Highly structured thinker who can take an ambiguous problem and turn it into a clear workplan and crisp output.
• Strong written communicator—you write clearly and concisely, and know how to tailor a document for its audience.
• Proactive and self-directed—you manage your own time, flag blockers early, and don't wait to be told what to do next.

Responsibilities

• CX Operations Ownership: Own day-to-day management of our CX function, including our primary external partner and their dedicated team of agents
• KPI Command: Monitor performance against key CX metrics and close gaps through coaching, staffing, or process changes
• Partner Accountability: Hold our external partner accountable to service levels and quality standards
• High-Stakes Escalations: Serve as the escalation point for complex or high-stakes issues requiring cross-functional coordination
• Data-Driven Insights: Build and maintain reporting that turns raw CX performance data into clear, actionable recommendations
• AI & Automation Strategy: Own rollout and ongoing optimization of AI automation across our CX platform
• Retention Vision: Bring a strategic view on how CX can drive customer retention and partner with DTC/Retention teams

Skills

KPI ownership

Structured thinking

Written communication

Self-directed

Team management

Job description

O Positiv Health, a Los Angeles-based women's health company, seeks a Customer Experience Associate Manager to own CX operations, manage an external partner, and scale high-quality, on-brand support. You will roll out AI-powered automation, maintain an SOP library, and build reporting to inform leadership decisions.

Reporting to the VP of Operations, you will collaborate with eCommerce, Retail, Retention, and Finance to drive retention and lifetime value while modernizing CX across the