Sr. Client Experience Manager
About the Role
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 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.
● 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.
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 the Table
- 6–8 years of progressive leadership experience in Customer Experience, Operations, or Service Management
- At least 3+ years managing managers or multi-