CX Operations Analyst

Job Summary

To support the Omnichannel Customer Experience organization, the remote CX Operations Analyst will manage cross-functional initiatives, oversee systems and tooling, and ensure smooth logistics and order operations while enhancing customer experiences.

Key responsibilities

• Manage cross-functional CX initiatives from planning through execution, ensuring stakeholder alignment and documentation
• Own the configuration and maintenance of backend CX tools, adapting to evolving business needs
• Serve as the primary contact for logistics partners, overseeing order management and fulfillment strategies

Required qualifications

• 5-8 years of experience in customer experience or ecommerce operations, preferably in a DTC and CPG environment
• Hands-on experience with helpdesk platforms (preferably Gorgias), ERP systems (Netsuite), and ecommerce platforms (Shopify)
• Experience building and managing conversational customer service automation tools and workflows
• Proven ability to lead cross-functional projects with competing deadlines and multiple stakeholders
• Working knowledge of ecommerce fraud and chargeback processes