CX Operations Analyst — AI & Automation Focus

Olipop, Inc.; United States; Remote; USD 62,000 - 78,000; Full time

Job summary

OLIPOP is seeking a CX Operations Analyst to backbone its omnichannel CX org. You’ll own systems, tooling, and cross‑functional relationships to enable the CX team to perform at its best, balancing project work with day‑to‑day operations across DTC & B2B orders.

You’ll drive AI‑enabled tooling, subscription experience enhancements, fraud prevention, and vendor strategy, reporting to the Sr. Manager, CX & Loyalty Marketing. Salary range listed.

Qualifications

• 5–8 years in customer experience, ecommerce operations, or related function.
• Hands‑on with helpdesk platforms, ERP (NetSuite), and Shopify.
• Experience building/ managing conversational AI tools and workflows.
• Strong cross‑functional project ownership with multiple stakeholders.
• Solid understanding of ecommerce fraud and chargeback processes.
• Excellent written communication for CX policy and process.
• Able to blend high‑level strategy with hands‑on execution.

Responsibilities

• CX Program Management: lead cross‑functional CX initiatives from planning to execution.
• Systems and Tooling Ownership: configure and evolve CX tooling; maintain rules.
• Logistics & Order Operations: own 3PL/B2B/DTC order management strategy end‑to‑end.
• Fraud & Chargeback Strategy: manage payments; implement fraud detection and reporting.
• Customer Journey & Subscription: collaborate to enhance journey and subscription experience.
• Ecommerce Fulfillment Operations: coordinate with fulfillment partners for timely delivery.
• AI Enablement & Automation: develop AI tools; measure performance and impact.
• Voice of Customer: report insights and optimize tagging and reporting with CX team.

Skills

Cross-functional collaboration

Project management

Excellent written communication

Ecommerce operations

Helpdesk systems

AI automation

Fraud & chargebacks

Vendor and 3PL management

Strategy to execution

Tools

Gorgias

Digital Genius

Guru

Shopify

NetSuite

Stay.ai

Rediem

Redo/Malomo

Klaviyo

Job description

OLIPOP is seeking a CX Operations Analyst to backbone its omnichannel CX org. You’ll own systems, tooling, and cross‑functional relationships to enable the CX team to perform at its best, balancing project work with day‑to‑day operations across DTC & B2B orders.

You’ll drive AI‑enabled tooling, subscription experience enhancements, fraud prevention, and vendor strategy, reporting to the Sr. Manager, CX & Loyalty Marketing. Salary range listed.