Customer Experience Associate Manager
About The Position
O Positiv Health is a Los Angeles-based women’s health company dedicated to supporting women through all life stages with innovative, science-backed products. Since 2018, O Positiv has addressed overlooked women's health issues, breaking taboos and offering a range of vitamins, supplements, and personal care products for PMS, hormone balance, vaginal health, digestion, menopause, and conception. Our products are available nationwide at major retailers and online. We are experiencing rapid growth and are looking for individuals who share our entrepreneurial spirit, passion for innovation, and commitment to making a difference in women's health.
Requirements
- 3-5 years of experience in customer experience, operations, or a related function, with direct experience managing a team of agents
- Comfortable owning KPIs and holding a team accountable to them—you don't wait for problems to surface, you're already watching for them
- Highly structured thinker who can take an ambiguous problem and turn it into a clear workplan and crisp output
- Strong written communicator—you write clearly and concisely, and know how to tailor a document for its audience, whether that's an SOP for an agent or a performance summary for leadership
- Proactive and self-directed—you manage your own time, flag blockers early, and don't wait to be told what to do next
- Applicants must be currently authorized to work in the United States on a full-time basis.
Responsibilities
- Own day-to-day management of our CX function, including our primary external partner and their dedicated team of agents
- Monitor performance against key CX metrics (CSAT, response time, resolution rate, handle time, error rate), and partner with leadership to close any gaps through coaching, staffing, or process changes
- Hold our external partner accountable to service levels and quality standards through regular business reviews
- Serve as the escalation point for complex or high stakes issues that require cross-functional coordination across the business
- Build and maintain reporting that turns raw CX performance data into clear, actionable recommendations for leadership
- Own the rollout and ongoing optimization of AI automation across our CX platform, evolving how we categorize, route, and resolve tickets over time
- Bring a strategic point of view on how CX can drive customer retention, and partner with our DTC/Retention teams to bring that strategy to life
Benefits
- Flexible PTO, Sick Days, and Wellness Days
- Monthly Social Hours
- Medical, Vision, and Dental Coverage
- 401K with matching
- $50/month Fitness Reimbursement + Up to $1,800 in annual wellness benefits
- An environment of collaboration, high performance, & respect amongst all employees and managers
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
