Customer Experience Operations Strategist

Customer Experience Operations Strategist
Boise, Idaho

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

What you’ll do

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

What you bring to the table

2+ years of experience in customer service, operations, or a related field

Exposure to customer service operations in e‑commerce, 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

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

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 set‑up 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

The base pay range for this position is: $65,000 to $80,000. Salary placement is based on geographic location, experience, skills, alignment with role requirements and other job‑related factors.

We are committed to providing a fair, competitive, and fiscally prudent total compensation package administered in a simple and consistent manner.

We strive to build a diverse, equitable, and inclusive team. Balsam Brands is proud to be an equal‑opportunity employer. We encourage people from all backgrounds, ages, abilities, and experiences to apply. We do not discriminate on the basis of race, ethnicity, religion, national origin, citizenship, marital or family status, disability, sexual orientation, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other employment benefits.

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