3PL Customer Success Manager
Core
Operational bridge between Flexport's e-commerce/retail clients and warehouse fulfillment teams, ensuring SLA compliance and driving client retention.
Role type
Senior IC Customer Success Manager (3PL Operations)
Builds
Fulfillment network operations for e-commerce and retail clients across 112 countries
Domain
Global supply chain / 3PL logistics
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
3PL/4PL operations management, team coaching (30-100 staff), SLA accountability, WMS operations expertise, forecasting & capacity planning, invoice management, performance reporting, escalation management, client onboarding
Preferred skills
Merchant onboarding, system integrations, QBRs, international logistics
Technologies
WMS, OMS, Excel, BI tools
Responsibilities
Serve as primary POC for 3PL/4PL partners and inspect sites for SLA compliance; Coach teams at partner facilities and drive corrective action; Share SNOP forecasts and confirm labor/capacity alignment; Review and approve 3PL/4PL invoices; Ensure partners follow SOPs and troubleshoot WMS issues; Guide new merchants through WMS/OMS integration; Deliver client-facing reports on inventory turns and logistics efficiency; Own high-pressure escalations involving inventory loss or delays; Build documentation for 4PL partner processes and standards
Seniority
Senior, hands-on IC
