Sr. Customer Service Manager

ShipMonk•Pittston, PA

About The Position

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.

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

Responsibilities

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.