CX Operations Manager - AI-Driven, Retention Focus

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

Benefits offered by this job

Medical, Vision, and Dental Coverage

401K with matching

Fitness reimbursement $50/mo

Wellness benefits up to $1,800/yr

Flexible PTO, Sick Days & Wellness

Monthly Social Hours

Job summary

O Positiv is seeking a Customer Experience Associate Manager to own CX operations end to end. You will manage our external partner and agents, optimize our approach, and ensure fast, high-quality support at scale from Santa Monica.

This hands-on, strategic role reports to the VP of Operations and collaborates with eCommerce, Retail, Retention, and Finance to evolve CX, automation, SOPs, and reporting for retention and lifetime value.

Qualifications

• 3–5 years in customer experience, operations, or related function with team management.
• Ability to own KPIs and drive improvements.
• Structured thinker who turns ambiguity into a clear plan.
• Strong written communicator and audience-focused documentation.
• Proactive, self-directed and blockers flagged early.

Responsibilities

• Own day-to-day CX operations, including external partner and agents.
• Monitor CSAT, response time, resolution rate, handle time, error rate; coach or adjust team.
• Hold external partner to service levels through regular reviews.
• Serve as escalation point for complex issues needing cross-functional coordination.
• Build reporting to turn CX data into actionable leadership recommendations.
• Own AI automation rollout and optimization across CX platform.
• Drive retention-focused CX strategy with DTC/Retention teams.

Skills

KPIs ownership

Structured thinking

Strong written communication

Self-directed

Team management

Job description

O Positiv is seeking a Customer Experience Associate Manager to own CX operations end to end. You will manage our external partner and agents, optimize our approach, and ensure fast, high-quality support at scale from Santa Monica.

This hands-on, strategic role reports to the VP of Operations and collaborates with eCommerce, Retail, Retention, and Finance to evolve CX, automation, SOPs, and reporting for retention and lifetime value.