Sr. Client Experience Manager
Core
Lead and scale client experience operations for a 3PL and ecommerce fulfillment network, managing teams of CX Managers and driving performance against service metrics.
Role type
Senior Manager, Client Experience (Operations/Service Management)
Builds
Scalable CX systems, AI-enhanced support solutions, and high-performance teams across multiple fulfillment centers.
Domain
Logistics / 3PL / Ecommerce Fulfillment
Required skills
Team leadership and development, Operational excellence, Data-driven performance management, Cross-functional partnership, Process optimization, Strategic planning
Preferred skills
AI/automation adoption, Change management, Stakeholder influence, Succession planning
Technologies
CRM, Ticketing systems, Workforce management platforms
Responsibilities
Manage and mentor CX Managers overseeing multi-site teams; Drive outcomes for CSAT, FRT, Resolution Time, and Cost per Case; Act as senior escalation point for complex merchant concerns; Partner with Operations to troubleshoot floor issues; Build CX frameworks, playbooks, and performance scorecards.
Seniority
Senior, hands-on IC
