Head of Customer Experience

Nimble•Burlington, NJ

71d•$125,000 - $175,000

About The Position

We are seeking a Head of Customer Experience with deep expertise in warehouse operations and a passion for continuous improvement. This role bridges three key areas: customer experience, warehouse execution, and system development. The ideal candidate understands the flow of warehouse operations-from receiving and inventory management to order fulfillment and shipping-and uses that knowledge to deliver exceptional service to our customers. This role is responsible for investigating and resolving complex operational escalations that require deep analysis and cross-functional coordination. The ideal candidate can identify anomalies, uncover root causes, and implement improvements that strengthen accuracy, efficiency, and customer trust. This role partners closely with our Operations, Product, Sales and Engineering teams to enhance our Warehouse Management System (WMS), ensuring the system supports operational excellence and a seamless customer experience.

Requirements

5-8 years in warehouse, logistics, or fulfillment environments, with at least 3 years in a supervisory or management role.
Deep understanding of warehouse workflows (receiving, put-away, picking, packing, shipping, inventory control).
Strong grasp of customer service best practices and KPI management.
Hands-on experience with WMS and Customer Relationship Management (CRM) platforms (e.g., Manhattan, NetSuite, SAP, Salesforce, Zendesk, or custom systems).
Ability to translate operational processes into system requirements.
Data-driven approach using tools like Excel, PowerBI, Sigma
Strong cross-functional collaboration (Ops, Tech, Product, and Customer teams)
Excellent communication and analytical problem-solving
Continuous improvement mindset (Lean or Kaizen experience a plus)

Responsibilities

Lead the customer experience team in resolving escalated order, shipping, and fulfillment issues quickly and effectively.
Develop and implement processes to proactively communicate with customers about order status, delays, or exceptions.
Monitor customer feedback and identify recurring pain points to drive process or system improvements.
Collaborate with sales, logistics, and warehouse teams to ensure end-to-end customer satisfaction.
Communicate investigation outcomes, contributing factors, and follow-up actions to internal and external stakeholders.
Act as the liaison between customer success and warehouse operations aligning daily priorities and capacity with customer expectations.
Analyze fulfillment performance and work with warehouse leadership to improve speed, accuracy, and quality.
Participate in daily or weekly warehouse operations reviews to provide customer-centric insight and data on fulfillment quality and issue trends.
Support training initiatives that improve coordination between customer success and operations teams.
Lead client calls, providing operational updates, ongoing and post-incident summaries, and continuous improvement overviews.
Collaborate with the customer success team to ensure consistent messaging, clear expectations, and transparent reporting to clients.
Prepare performance summaries or escalation readouts for recurring client check-ins or QBRs.
Partner with the Product and Engineering teams to identify WMS improvement opportunities based on operational feedback.
Define and prioritize feature requests and user stories that enhance system usability, data visibility, and fulfillment efficiency.
Conduct UAT (User Acceptance Testing) for new WMS features or updates.
Provide documentation and training for operations and customer service teams on new WMS capabilities.
Translate business needs into clear technical requirements for developers and system administrators.