Customer Experience Operations Strategist

About the role

A customer service operations strategist supports the delivery of efficient, high-quality customer service operations across designated businesses within Balsam Brands. They contribute to process improvement, reporting, and vendor coordination efforts, helping to ensure a seamless and positive customer experience.

Responsibilities

• Support day-to-day coordination with BPO partners to ensure adherence to service standards and performance expectations
• Assist in tracking and reporting key metrics such as contact volume, drivers, product issues, and warranty claims across monthly and quarterly reporting cycles
• Contribute to weekly and monthly reporting by compiling data, identifying trends, and highlighting potential areas for improvement, including trend analysis, issue flagging, and resolution status
• Analyze customer service data to proactively surface insights and support root cause investigations, and create recommended action plans
• Help maintain documentation and communication of process updates, policies, and campaign-related changes to BPO partners
• Partner with cross-functional teams (Operations, eCommerce, Marketing) to support improvements in the customer experience
• Assist in identifying opportunities for process optimization, automation, and self-service enhancements
• Support escalation handling by ensuring timely follow-up and proper documentation
• Contribute to continuous improvement initiatives by gathering data, feedback, and operational insights

Requirements

• 2+ years of experience in customer service, operations, or a related field
• Exposure to customer service operations in ecommerce, retail, or consumer products preferred
• Strong analytical skills with the ability to interpret data and identify trends
• Clear written and verbal communication skills, with the ability to share insights effectively
• Detail-oriented with strong organizational and multitasking abilities
• Collaborative mindset with the ability to work across teams and with external partners
• Eagerness to learn, take initiative, and contribute to process improvement
• Demonstrated AI literacy, enabling effective understanding, interaction, and critical evaluation of AI technologies and applications across diverse business functions

Qualifications

• Education: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
• Experience: 2+ years of experience in customer service, operations, or a related field

Skills

• Customer Service
• Operational Excellence
• Data Analysis
• Communication
• Project Management
• Vendor Management
• Process Improvement
• AI Literacy

Benefits

• Comprehensive Medical, Dental, and Vision coverage, with 100% of monthly premiums covered for team members, and 85%+ employer-paid premiums for other coverage tiers that include dependents
• Up to $2,000 annual funding toward HSA accounts
• Medical, transit, dependent care FSA
• Infertility coverage offered on all medical plans
• Generous parental leave program and flexible return options
• Company-paid life and AD&D insurance
• Company-paid short and long-term disability insurance
• 401(k) with dollar-for-dollar company match up to $4,000 per calendar year
• Employee Assistance Program (EAP) and other mental health and wellness perks
• Paid holidays, annual shutdown week, PTO, and volunteer time-off (VTO) packages
• Paid 5-week sabbatical leave after 10 years of employment
• Annual continuous learning benefit up to $1,000 per person, per fiscal year
• Up to $300 flexible reimbursement to support setup of new team member's work-from-home environment
• Generous team member merchandise discount
• Valuable extras: identity theft protection, subsidized parking, monthly wellness, pet insurance, accident & critical illness insurance

Pay

The base pay range for this position is: $65,000 to $80,000. Placement within the posted salary range is based on several factors, including geographic location, experience, skills, alignment with role requirements and other job-related factors. It is uncommon for offers to be made at the top of the range, as this typically reflects a candidate who exceeds all role requirements and brings significant, directly applicable experience.

Schedule

This is a hybrid role which includes Monday, Tuesday and Wednesday in-office.