Sr. Client Experience Manager

About Ship Monk

Ship Monk 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.

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.

• Merchant-first:
  We handle the logistics so our merchants can focus on what they do best—growing their business.
• Own it:
  We take ownership of our work, our mistakes, and our successes.
• People make Ship Monk:
  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.

We’re looking for a Senior Manager, Client Experience to lead and evolve our client experience operations.

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.

• Manage, mentor, and develop CX Managers overseeing multi-site teams.
• 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.

• 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 Rev Ops and Workforce Planning to forecast demand, staffing, and productivity.
• Lead WBRs and MBRs that move from reporting to real operational impact.

• Act as the senior escalation point for complex or high-value merchant concerns across the region.
• Partner directly with warehouse leadership and Operations to troubleshoot and prioritize merchant…