Sr. Customer Service Manager

Job Description

Job Description

About ShipMonk

ShipMonk isn't just a 3PL; we're a growth partner for merchants . We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant - first mindset.

Why ShipMonk?

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
● Transparent Pricing : We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

Our Core Values
Our values are the heart of our culture. We're looking for individuals who embody these principles every day.

● Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.

● Own it: We take ownership of our work, our mistakes, and our successes.
● People make ShipMonk: We believe in our team and invest in our people.
● Change the score: We challenge the status quo, constantly innovating and improving.
● Get sh*t done: We're a fast-paced, high-growth company that values action and results.

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.

If you're a seasoned leader with 3PL or logistics experience , a track record of operational excellence, and a passion for developing people and systems that scale, we want you leading our charge in the West.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

✔ 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.

• 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

Join us and help lead the next evolution of Client Experience - developing great managers, driving operational excellence, and shaping how technology and people work together to deliver Michelin-Star service at scale.

At ShipMonk, we're a leadership factory - we build leaders, not just teams. If you're hungry to grow, ready to build, and excited to lead transformation, this is where you'll do some of the best work of your career.

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.