Customer Experience Associate Manager

Customer Experience Associate Manager

Santa Monica, California

O Positiv Health is a Los Angeles-based women's health company on a mission to support women through every stage of lifefrom their first period to well beyond their last. Since launching in 2018, O Positiv has reshaped the women's health space, tackling long-overlooked issues with innovative, science-backed products and boldly breaking taboos along the way. Our growing portfolio spans PMS & hormone balance, vaginal & urinary health, digestion, menopause, and conception supportoffering vitamins, supplements, and personal care products that women trust.

Today, O Positiv products are sold nationwide at Target, Walmart, CVS, Meijer, Amazon, TikTok Shop, and OPositiv.com. We're proud to hold the #1 Vaginal Probiotic nationwide and multiple top-performing products across major wellness categories. We are scaling fast and shaping the future of women's health. Our team combines an entrepreneurial spirit with a passion for innovation and a commitment to impact. Join us, and you'll have the opportunity to grow alongside a company that's making a real difference.

O Positiv is looking for a Customer Experience Associate Manager to own our customer experience function end to end. This is a hands-on, strategic role: you'll run our day-to-day CX operations, manage our external partner relationships, and optimize our existing approach to deliver fast, high-quality, on-brand support at scale.

You'll also carry forward the strategic work already underway to modernize CX at O Positiv rolling out AI-powered automation, building and maintaining our SOP library, and standing up the reporting infrastructure that lets us see performance clearly and act on it quickly. This role sits at the center of two of our key strategic priorities: retention and lifetime value (LTV). The analysis this person owns has real potential to shape our direction on both digging into the data in a way that could influence how we approach retention and LTV going forward.

This role will report into our VP of Operations and work cross-functionally with eCommerce, Retail, Retention, and Finance.

Responsibilities and Duties

• CX Operations Ownership: Own day-to-day management of our CX function, including our primary external partner and their dedicated team of agents
• KPI Command: Monitor performance against key CX metrics (CSAT, response time, resolution rate, handle time, error rate), and partner with leadership to close any gaps through coaching, staffing, or process changes
• Partner Accountability: Hold our external partner accountable to service levels and quality standards through regular business reviews
• High-Stakes Escalations: Serve as the escalation point for complex or high stakes issues that require cross-functional coordination across the business
• Data-Driven Insights: Build and maintain reporting that turns raw CX performance data into clear, actionable recommendations for leadership
• AI & Automation Strategy: Own the rollout and ongoing optimization of AI automation across our CX platform, evolving how we categorize, route, and resolve tickets over time
• Retention Vision: Bring a strategic point of view on how CX can drive customer retention, and partner with our DTC/Retention teams to bring that strategy to life

Qualifications and Skills

• 3-5 years of experience in customer experience, operations, or a related function, with direct experience managing a team of agents
• Comfortable owning KPIs and holding a team accountable to themyou don't wait for problems to surface, you're already watching for them
• Highly structured thinker who can take an ambiguous problem and turn it into a clear workplan and crisp output
• Strong written communicatoryou write clearly and concisely, and know how to tailor a document for its audience, whether that's an SOP for an agent or a performance summary for leadership
• Proactive and self-directedyou manage your own time, flag blockers early, and don't wait to be told what to do next

Hours and Compensation

• Job Type: Full-time
• Pay based on prior experience
• Position will be based out of Santa Monica, Los Angeles - in person (Mon-Thurs in office/Friday remote)

Benefits & Perks

• Flexible PTO, Sick Days, and Wellness Days
• Monthly Social Hours
• Medical, Vision, and Dental Coverage
• 401K with matching
• $50/month Fitness Reimbursement + Up to $1,800 in annual wellness benefits
• An environment of collaboration, high performance, & respect amongst all employees and managers

O Positiv is proud to be an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

O Positiv believes in the power of building a diverse and culturally inclusive team. We seek candidates from all backgrounds to join our teams. We're driven to build a workplace based on inclusive behaviors and equitable systems, where all employees can bring their authentic selves, feel engaged, and share their perspectives as a valued member of O Positiv.