[Hiring] CX Risk Coordinator @CookUnity

Role Description

The CX Risk Coordinator is the analytical and execution engine of the CX Risk team. You will connect customer escalations to operational decisions: tracking trends, finding the pain points behind them, and leading the projects that fix them. This is not a support role. You will be expected to tell the story behind the data, turn problems into structured projects, and drive them through to a measurable result.

Responsibilities

• Incident Analysis & Response
  • Classify and document incidents across the T1–T5 severity framework, ensuring accurate categorization and post-incident records.
  • Analyze escalation spikes to identify patterns (market, route, meal, or time-based) and surface findings proactively.
  • Contribute to incident post-mortems with structured root cause analysis.
• Process Improvement & Pain Point Discovery
  • Map CX and operational workflows end to end and identify where they break, slow down, or generate credits and refunds.
  • Find pain points by combining escalation data, VOC feedback, and direct input from CX specialists, CX Ops, and market teams.
  • Size each pain point (volume, credit exposure, agent effort) so the team can prioritize what matters most.
  • Design and test solutions: process changes, documentation, templates, automations, or tooling requests.
  • Measure the before and after of every improvement and report whether it actually worked.
• Project Management
  • Own CX Risk projects from scoping to delivery: define the problem, goal, success metric, owner, and deadline.
  • Keep projects visible and current in the team tracker, with clear status, next actions, and blockers.
  • Coordinate with stakeholders across CX Ops, Operations, Markets, Kitchens, and Product to unblock dependencies.
  • Escalate blockers early and follow up until they are resolved.
  • Communicate progress and outcomes in short, structured updates to the CX Risk Supervisor and leadership.
• Reporting & Intelligence
  • Own the weekly escalation summary: top drivers by market, WoW trend, and at least one recommendation per cycle.
  • Maintain and evolve the Credits & Refunds dashboards, ensuring data accuracy and relevance.
  • Contribute to the monthly C&R Digest and VOC analyses shared with CX Leadership, Markets, and Kitchen Ops.
• Cross-functional Collaboration
  • Present escalation data and project results in cross-functional meetings, with context and a clear recommendation.
  • Flag recurring root causes to the relevant team with supporting data and a suggested action.
  • Support CX Ops by auditing logistics channels during the afternoon window; surface issues, do not resolve them unilaterally.

Qualifications

• 2+ years of experience in a CX, Operations, or analytical role, ideally in a high-volume, logistics-adjacent environment.
• Proven experience leading or coordinating projects end to end, with deadlines, stakeholders, and measurable outcomes.
• A process-improvement mindset: you notice friction, ask why it happens, and push for a fix rather than a workaround.
• Comfortable working with data: building spreadsheets, interpreting dashboards, and spotting anomalies without being prompted.
• Strong written English: you can turn a table of numbers into a short summary a non-technical reader can act on.
• Experience with Zendesk or a comparable CRM / ticketing platform.
• Available to work EST hours, including evening coverage.

Preferred Requirements

• SQL knowledge for querying and analyzing data independently.
• Experience with Google BigQuery.
• Familiarity with process-improvement or project frameworks (Lean, root cause analysis, Kanban, or similar).
• Exposure to automation or scripting (Apps Script, Python, n8n, or similar).
• Familiarity with delivery or food operations: routes, 3PL dynamics, or last-mile logistics.

Benefits

• 💸 Get paid in USD.
• 🗺 Work remotely: design the life that you want.
• ⛱ Enjoy 15 days of vacation each year from the start date.
• 🩺 Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider.
• 🗓️ 5-year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical.
• 🐣 Paid Family leave.
• 🕯 Compassionate Leave: 3-5 days each time the need arises.
• 🧘🏽‍♀️ Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more through our comprehensive benefit platform.
• 🤖 AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.
• 🧑‍🏫 Personalized English coach.