Customer Experience Ops Strategist: Insight & Optimization

Balsam Brands; Boise (ID); Hybrid; USD 65,000 - 80,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) with company match

Sabbatical after 10 years

Job summary

Balsam Brands is seeking a Customer Experience Operations Strategist in Boise, Idaho. The role focuses on coordinating with BPO partners, monitoring performance, and driving process improvements to deliver a high-quality customer experience.

It is a hybrid position based in Boise with in-office Monday, Tuesday, and Wednesday. You will analyze customer service data, support escalation management, and contribute to reporting and continuous improvement initiatives across Operations, eCommerce, and

Qualifications

• 2+ years of experience in customer service, operations, or a related field.

Responsibilities

• Coordinate with BPO partners to ensure service standards and performance.
• Track and report key metrics like contact volume, drivers, product issues, and warranty claims.
• Support weekly/monthly reporting by compiling data, identifying trends, and flagging issues.
• Analyze customer service data to surface insights and support root-cause investigations.
• Maintain documentation and communicate process updates to BPO partners.
• Partner with Operations, eCommerce, and Marketing to improve customer experience.
• Identify opportunities for process optimization, automation, and self-service enhancements.
• Assist in escalation handling with timely follow-up and proper documentation.
• Contribute to continuous improvement by gathering data and operational insights.

Skills

Customer service

Operations

Analytics

AI literacy

Job description

Balsam Brands is seeking a Customer Experience Operations Strategist in Boise, Idaho. The role focuses on coordinating with BPO partners, monitoring performance, and driving process improvements to deliver a high-quality customer experience.

It is a hybrid position based in Boise with in-office Monday, Tuesday, and Wednesday. You will analyze customer service data, support escalation management, and contribute to reporting and continuous improvement initiatives across Operations, eCommerce, and