Customer Experience Operations Strategist

Balsam Brands•Boise, ID

1d•Hybrid

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.

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

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
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