Customer Experience Associate Manager

O Positiv•Santa Monica, CA

5d•Hybrid

About The Position

O Positiv is looking for a Customer Experience Associate Manager to own our customer experience function end to end. This is a hands-on, strategic role: you'll run our day-to-day CX operations, manage our external partner relationships, and optimize our existing approach to deliver fast, high-quality, on-brand support at scale. You'll also carry forward the strategic work already underway to modernize CX at O Positiv — rolling out AI-powered automation, building and maintaining our SOP library, and standing up the reporting infrastructure that lets us see performance clearly and act on it quickly. This role sits at the center of two of our key strategic priorities: retention and lifetime value (LTV). The analysis this person owns has real potential to shape our direction on both — digging into the data in a way that could influence how we approach retention and LTV going forward. This role will report into our VP of Operations and work cross-functionally with eCommerce, Retail, Retention, and Finance.

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