Senior Manager, Client Experience & Workforce Performance
ShipMonk
About ShipMonk
ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.
Why ShipMonk?
We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.
● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
● Committed to the Future: 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 values are the heart of our culture. We're looking for individuals who embody these principles every day.
● Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.
● People make ShipMonk: We believe in our team and invest in our people.
● Change the score: We challenge the status quo, constantly innovating and improving.
● Get sh*t done: We're a fast-paced, high-growth company that values action and results.
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
- Serve as the senior escalation point for high-value or complex client issues across claims, collections, and special projects.
- Ensure all escalations are resolved within defined SLAs and with strong merchant-facing communication.
● Workforce Management (WFM)
- Own staffing models, scheduling, and capacity planning across client-facing functions.
- Partner with RevOps and People teams to forecast demand, optimize headcount, and drive labor efficiency.
- Oversee workforce insights reporting to improve productivity and reduce overtime.
● Performance Reviews & Business Rhythm
- Own the process of quarterly CX team assessments, ensuring consistent evaluation standards across the department.
- Lead preparation and delivery of Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs), consolidating KPIs, escalations, and workforce trends.
- Ensure business reviews drive action and accountability, not just reporting.
● Quality & Process Improvement
- Oversee and evolve the CX Performance Framework, integrating quality assurance into associate career development.
- Standardize KPIs across all CX functions (FRT, Resolution Time, CSAT, NPS, claims cycle time, collection effectiveness).
- Drive root cause analysis, corrective actions, and best-practice workshops for problem solving at scale.
● Culture & Enablement
- Champion a high-performance culture through recognition programs, enablement workshops, and people development.
- Organize CX-wide initiatives (e.g., CSAW, Peak Week) to promote engagement, collaboration, and strong team culture.
- Partner with PD and CX leadership to maintain a scalable CX Knowledge Base and onboarding framework.
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 CRMsystems.
● 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.