Sr. Client Experience Manager

About this role

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.

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.

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