The opportunity
ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.
What you'll do
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.
What they're looking for
- Partner with RevOps 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 issues on the floor.
