Senior Client Experience Manager

Responsibilities

• Manage, mentor, and develop CX Managers overseeing multi-site teams
• Drive outcomes for CSAT, First Response Time (FRT), Resolution Time, and Cost per Case
• Act as the senior escalation point for complex or high-value merchant concerns
• Partner with warehouse leadership and Operations to troubleshoot merchant issues
• Partner with CX leadership to enhance automation and AI capabilities
• Contribute to the design and rollout of CX frameworks, playbooks, and performance scorecards
• Lead WBRs and MBRs to drive operational impact

Requirements

• 6–8 years of progressive leadership experience in Customer Experience, Operations, or Service Management
• 3+ years of experience managing managers or multi-site teams
• Proven record of driving improvements in CSAT, FRT, Resolution Time, and Cost per Case
• Experience in 3PL, logistics, or eCommerce fulfillment environments
• Strong operational and analytical acumen including forecasting and headcount planning
• Familiarity with CRM, ticketing, and workforce management platforms
• Exceptional communication skills for cross-functional partnership

About the Company

ShipMonk is a tech-powered 3PL and growth partner for ecommerce brands, operating 12+ fulfillment centers across the US, Canada, the UK, and Europe. They provide cutting-edge technology and a global fulfillment network to empower high-growth DTC brands.