Sr. Customer Experience Manager
Core
Lead a team of 13+ to own and scale post-purchase customer experience, fulfillment, and automation for a high-volume DTC/ecommerce business.
Role type
Senior Manager of Customer Experience & Fulfillment
Builds
AI-first support organization, automated workflows, and integrated fulfillment operations
Domain
Ecommerce, Customer Support, Supply Chain
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership (13+), DTC/ecommerce operations, AI/automation strategy, data analysis, cross-functional ownership, performance management, SLA monitoring, returns/refunds management
Preferred skills
Gorgias, Shopify, Yuma, ShipHero, 3PL management, phone/live-chat scaling, international remote team management
Technologies
Gorgias, Shopify, Yuma, ShipHero
Responsibilities
Lead customer support across email, chat, and phone; build and improve AI workflows; oversee internal warehouse and 3PL performance; manage returns and refunds; build reporting and diagnose performance trends; hold partners accountable to service standards
Seniority
Senior, hands-on IC with team leadership