Senior Manager, Client Experience & Workforce Performance

Senior Manager, Client Experience & Workforce Performance

We're searching for a Senior Manager, Client Experience & Workforce Performance to drive exceptional service and operational efficiency. In this key leadership role, you'll own the full spectrum of our client-facing operations, from claims and collections to workforce management and overall customer experience. This is a unique opportunity for a dynamic leader who can blend a passion for elevating merchant satisfaction with a sharp, analytical focus on optimizing our operational systems for scale and impact. If you're a proven leader with a talent for building high-performing teams and scalable solutions, we want to hear from you.

Responsibilities

Leadership & Coaching

• Directly manage selected teams across Claims, Closings and Collections, Special Projects, and WFM.
• Focus on leadership coaching, career development, and management fundamentals to build future leaders.
• Conduct quarterly performance calibration and bi-annual talent assessments.

Escalation Management

Workforce Management (WFM)

Performance Reviews & Business Rhythm

Quality & Process Improvement

Culture & Enablement

Qualifications

6-8 years' progressive experience in Customer Experience, Operations, or Workforce Management, with at least 3+ years in a leadership role.

Proven ability to lead multi-department teams, balance competing priorities, and resolve escalations.

Strong analytical and problem-solving skills, with experience defining and tracking KPIs.

Familiarity with workforce management tools, customer service platforms, and CRM systems.

Excellent interpersonal and executive communication skills, with the ability to influence across departments.

Demonstrated success in driving measurable improvements in service delivery and workforce efficiency.

Proficiency in SQL is a bonus

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.