Fulfillment Operations & Client Success Manager

Voiceflow; United States; On-site; USD 64,800 - 89,100; Full time

Job summary

Flexport is seeking a 3PL Operations Customer Success Manager to act as the operational bridge between ecommerce clients and warehouse fulfillment teams. You ensure SLA compliance, manage onboarding, and translate complex metrics into actionable business value.

You will be a client-facing, cross-functional point of contact coordinating with warehouse, inventory, and tech teams while driving retention and performance improvements across partner networks.

Qualifications

• 3+ years in warehouse, fulfillment, or 3PL/4PL operations.
• 2+ years managing or coaching a team in fulfillment or 3PL.
• Experience in account management or client-facing operations.
• Ability to hold external partners accountable to SLAs.
• Knowledge of WMS operations and ability to train staff.
• Strong reporting and data analysis skills with KPI dashboards.
• Polished client-facing communication and business review experience.
• Experience building structure in fast-paced environments.

Responsibilities

• Be the client's day-to-day contact, coordinating with warehouse, inventory, and tech teams to resolve fulfillment issues.
• Serve as Flexport's primary POC for 3PL/4PL partners, inspecting sites and holding SLAs accountable.
• Share SNOP forecasts with partners and align labor and capacity plans to demand.
• Review and approve 3PL/4PL invoices and resolve discrepancies.
• Ensure partners follow SOPs and use the WMS; provide hands-on support and training.
• Guide new merchants through WMS and OMS integrations.
• Deliver client-facing reports on inventory turns, shipping volume, and logistics efficiency.
• Own high-pressure escalations and communicate transparently with clients.
• Build long-term client trust through reliability and growth.
• Document processes and escalation paths for 4PL partnerships.

Skills

Client relationship management

KPI reporting

Data analysis

Cross-functional collaboration

Tools

WMS

OMS

Excel

BI tools

Job description

Flexport is seeking a 3PL Operations Customer Success Manager to act as the operational bridge between ecommerce clients and warehouse fulfillment teams. You ensure SLA compliance, manage onboarding, and translate complex metrics into actionable business value.

You will be a client-facing, cross-functional point of contact coordinating with warehouse, inventory, and tech teams while driving retention and performance improvements across partner networks.