Senior Client Experience Manager

Job overview

The Senior Client Experience Manager role is listed onsite in Pittston, PA. Compensation is not specified. ShipMonk describes itself as a technology-powered fulfillment partner for ecommerce brands, and this role leads client experience operations across its regional organization. The manager develops CX Managers and their teams, drives service metrics, handles complex merchant escalations, and partners across operations and support functions. The role builds scalable processes and uses technology and operational improvements to deliver more consistent merchant experiences.

What you'll do

• Manage, mentor, and develop CX Managers
• drive CSAT, first response time, resolution time, and cost-per-case outcomes
• use data to identify trends and improve performance
• serve as senior escalation point for complex merchant concerns
• coordinate with warehouse leadership and cross-functional teams
• improve automation, AI capabilities, knowledge resources, and CX frameworks.

What we're looking for

Skills & competencies

senior client experience manager

shipmonk

pittston pa

client experience

customer experience

3pl

logistics

ecommerce fulfillment

team leadership

merchant support

operational metrics

ai-enhanced support

Work arrangement

• Weekend coverage required

Benefits & perks

• Benefits are not specified for this role in the posting.

Why this role

The posting emphasizes leadership through managers, multi-site operations, 3PL or logistics experience, and AI-enhanced support solutions.

About the employer

ShipMonk is hiring for this role. Industry: Office Administrative Services. Sector: 56.