Customer Experience Operations Strategist
About The Position
As a Customer Experience Operations Strategist, you support the delivery of efficient, high-quality customer service operations across designated businesses within Balsam Brands. You contribute to process improvement, reporting, and vendor coordination efforts, helping to ensure a seamless and positive customer experience. In this role, you partner with internal teams and third-party BPO providers to monitor performance, analyze trends, and identify opportunities to enhance service delivery. You play a key role in maintaining reporting accuracy, supporting escalation management, and assisting in the implementation of operational improvements. This position reports to __ and is based in our office in Boise, Idaho. This is a hybrid role which includes Monday, Tuesday and Wednesday in-office.
Requirements
- 2+ years of experience in customer service, operations, or a related field
- 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
Nice To Haves
- Exposure to customer service operations in ecommerce, retail, or consumer products preferred
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
Benefits
- Competitive compensation, including a cash-based incentive plan; salary is reviewed yearly and may be adjusted as part of the normal compensation review process
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
