Customer Experience Operations Strategist

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 tomonitorperformance, analyze trends, andidentifyopportunities to enhance service delivery. You play a key role inmaintainingreporting accuracy, supporting escalation management, andassistingin the implementation of operational improvements.

This position reports to__and is based in our office in Boise, Idaho. This is a hybrid rolewhich includes Monday,Tuesday and Wednesday in-office.

• Support day-to-day coordination with BPO partners to ensure adherence to service standards and performance expectations
• Assistin tracking and reporting key metrics such as contact volume, drivers, product issues, and warranty claimsacross 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 toproactivelysurface insights and support root cause investigations, and create recommended action plans
• Helpmaintaindocumentation 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
• Assistinidentifyingopportunities for process optimization, automation, and self-service enhancements
• Support escalation handling by ensuringtimelyfollow-up and proper documentation
• Contribute to continuous improvement initiatives by gathering data, feedback, and operational insights

• 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 andidentifytrends
• 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

Balsam Brands is a global, omnichannel retailer with roots in holiday and home décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have a meaningful impact in a people-first company that values relationship building, authenticity, and doing the right thing. We have steadily growing teams in Boise, the Bay Area, Dublin, the Philippines, Canada, and Mexico.

The company's mission is to create joy together. We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to our families and communities in impactful ways. When you join Balsam Brands, you'll find a culture of caring people doing challenging work and building a welcoming workplace.

• Check out our flagship brand, Balsam Hill:
• Balsam Brands in Forbes: (Use the "Apply for this Job" box below)./balsambrandsforbes
  2023
• Balsam Brands on Linked In:
• Glassdoor: -glassdoor

At Balsam Brands, we strive to offer a competitive compensation and benefits package. For permanent, full-time team members, our current package includes:

• 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,…