Sr. Customer Service Manager

ShipMonk • Las Vegas, NV

81d

About The Position

We’re looking for a Senior Manager, Client Experience to lead and evolve our client experience operations across Texas, Nevada, and California. 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.

Requirements

• 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.

Nice To Haves

• Experience with AI-enhanced support solutions.
• Background in developing scalable systems and processes.

Responsibilities

• Manage, mentor, and develop CX Managers overseeing multi-site teams across TX, NV, and CA.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1,001-5,000 employees