Sr. Manager of Customer Experience & Fulfillment; Fully Remote

• Lead customer support across email, chat, and phone, managing a team of 13+ across managers and frontline reps.
• Own performance metrics including first human response time, CSAT, SLA adherence, and QA.
• Build clear operating rhythms for reporting, coaching, escalations, and performance management.

AI & AUTOMATION:

• Own the CX automation strategy across Gorgias, Shopify, Yuma, and other tools.
• Identify repetitive contacts to automate, eliminate, or shift to self-service.
• Build and test AI workflows based on actual customer outcomes, not just automation rate.

FULFILLMENT & POST-PURCHASE:

• Oversee the customer-facing performance of internal warehouse and 3PL partners.
• Monitor fulfillment SLAs, shipping delays, order exceptions, and other post-purchase issues.
• Work closely with supply chain and warehouse teams to solve root causes behind customer-facing failures.

PERFORMANCE & REPORTING:

• Build and maintain reporting across customer experience and fulfillment performance.
• Track trends across first response time, CSAT, SLA, automation, contact volume, and more.
• Diagnose why performance changes and turn data into actionable plans.

This company is a high-growth DTC ecommerce business focused on physical products. They operate fully remotely with a team of over 13 in customer experience and fulfillment, emphasizing automation and operational excellence.