# Sr. Client Experience Manager **Company**: ShipMonk **Location**: Pittston, Pennsylvania **Experience**: senior **Job type**: full-time **Category**: Logistics & Supply Chain **Industry**: Logistics & Supply Chain **Apply**: https://job-boards.greenhouse.io/shipmonk/jobs/4754074101?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_dcdd7ead-ed2 ## Description ShipMonk isn't just a 3PL , we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more. ## About the Role: Lead Leaders. Scale the Future of CX. We're looking for a Senior Manager, Client Experience to lead and evolve our client experience operations. You'll oversee a team of CX Managers and their organizations, driving performance against key service metrics while building scalable systems and championing next-generation, AI-enhanced support solutions. This role bridges strategy and execution - guiding frontline performance while influencing how we deliver smarter, faster, and more proactive merchant experiences. ## What You'll Be Rocking Every Day ### Lead Through Leaders - Manage, mentor, and develop CX Managers overseeing multi-site teams. - Build strong leadership rhythms around coaching, calibration, and accountability. - Develop future leaders through performance reviews, succession planning, and growth frameworks. - Foster a culture of trust, ownership, accountability, and results across distributed teams. ### Own the Metrics That Matter - Drive outcomes for CSAT, First Response Time (FRT), Resolution Time, and Cost per Case. - Use data to identify trends, build action plans, and execute performance improvements. - Partner with RevOps and Workforce Planning to forecast demand, staffing, and productivity. - Lead WBRs and MBRs that move from reporting to real operational impact. ### Champion the Merchant Experience - Act as the senior escalation point for complex or high-value merchant concerns across the region. - Partner directly with warehouse leadership and Operations to troubleshoot and prioritize merchant issues on the floor. - Create tight feedback loops with cross-functional teams - Operations, Merchant Success, Billing, and Onboarding to ensure a seamless end-to-end experience. - Identify root causes and drive proactive communication strategies to prevent repeat issues. ### Drive Innovation and Efficiency - Partner with CX leadership and domain teams to enhance automation and AI capabilities within the support ecosystem. - Translate frontline insights into smarter systems, knowledge base improvements, and self-service opportunities. - Champion adoption of new technologies that improve speed, accuracy, and merchant satisfaction. - Balance innovation with operational discipline - ensuring change drives measurable results. ### Build Systems That Scale - Contribute to the design and rollout of CX frameworks, playbooks, and performance scorecards. - Support network-wide standardization of reporting, quality assurance, and process excellence. - Collaborate with peers in CX leadership to align on workforce strategy, site readiness, and training priorities. ### Champion Culture and Engagement - Lead with empathy and accountability - ensuring teams feel supported, informed, and challenged. - Recognize wins, celebrate milestones, and maintain energy through periods of high demand. - Promote a “Michelin Star” mindset that blends precision, consistency, and merchant obsession. ## What Makes You a Great Fit - You've Led Leaders - you know how to develop managers and scale performance across sites. - You're Both Analytical and Empathetic - you manage through data but lead through people. - You Bridge Strategy and Execution - you can move seamlessly from coaching a manager to shaping regional strategy. - You're Comfortable on the Floor and in the Exec room - equally adept at resolving merchant issues in real time and presenting improvement plans to executives. - You Embrace Innovation - you see technology and AI as tools to enhance and not replace the human experience. - You're Ambitious and Growth-Minded - you don't shy away from challenges; you seek them. You'll grow in this role, gain cross-functional exposure, and help build the next generation of CX leadership. ## What You Bring to the Table - 6–8 years of progressive leadership experience in Customer Experience, Operations, or Service Management - At least 3+ years 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 with comfort in forecasting, headcount planning, and process optimization - Familiarity with CRM, ticketing, and workforce management platforms - Exceptional communication skills, with the ability to partner across Ops, Product, and RevOps ## Skills ### Required - Customer Experience - Operations - Service Management - Leadership - Analytics - Communication - CRM - Ticketing - Workforce Management --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/shipmonk/jobs/4754074101?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)