ShipMonk

Sr. Client Experience Manager

Pittston, Pennsylvania, United States · Senior

Sponsorship not specifiedDetected 68 days ago

LogisticsLeadershipCommunicationMentoring

About the role

Foster a culture of trust, ownership, accountability, and results across distributed teams.
Act as the senior escalation point for complex or high-value merchant concerns across the region.
Translate frontline insights into smarter systems, knowledge base improvements, and self-service opportunities.

We provide hands-on, "mom and pop" support with a global reach.
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.
Manage, mentor, and develop CX Managers overseeing multi-site teams.
Build strong leadership rhythms around coaching, calibration, and accountability.
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.
Own the Metrics That Matter
Identify root causes and drive proactive communication strategies to prevent repeat issues.

Champion adoption of new technologies that improve speed, accuracy, and merchant satisfaction.

We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.
Our Core Values
Our values are the heart of our culture.
We're looking for individuals who embody these principles every day.

This listing is sourced directly from ShipMonk's careers page and normalized into a canonical job model.