Sr. Customer Service Manager

Senior Manager, Client Experience

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.

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 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.

Own the Metrics That Matter

Champion the Merchant Experience

Drive Innovation and Efficiency

Build Systems That Scale

Champion Culture and Engagement

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

Ready to Redefine the Merchant Experience?

Join us and help lead the next evolution of Client Experience - developing great managers, driving operational excellence, and shaping how technology and people work together to deliver Michelin-Star service at scale.

At ShipMonk, we're a leadership factory - we build leaders, not just teams. If you're hungry to grow, ready to build, and excited to lead transformation, this is where you'll do some of the best work of your career.

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.