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 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 the SVP of Operations and is based in our office in Boise, Idaho. 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 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

About Us: 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: balsamhill.com
• Balsam Brands in Forbes: https://bit.ly/balsambrandsforbes2023
• Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/
• Glassdoor: https://bit.ly/balsambrands-glassdoor

Benefits

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, subsidized parking, monthly wellness, pet insurance, accident & critical illness insurance

The base pay range for this position is: $65,000 to $80,000. Please note that placement within the posted salary range is based on several factors, including geographic location, experience, skills, alignment with role requirements and other job-related factors. It is uncommon for offers to be made at the top of the range, as this typically reflects a candidate who exceeds all role requirements and brings significant, directly applicable experience. We benchmark our pay ranges against current external data sources and regularly review compensation for our team members. Balsam Brands is committed to providing our team members with an internally fair, externally competitive, and fiscally prudent total compensation package administered in a simple and consistent manner.

At Balsam Brands, we strive to build a diverse, equitable, and inclusive team to fulfill our purpose to create joy together. 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 benefits and privileges of employment.