Head of CX & Fulfillment (Remote, AI-Driven)

Applied Labs; Northern (KY); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Applied Labs is seeking a Sr. Manager of Customer Experience & Fulfillment to own and scale post-purchase CX across support, fulfillment, returns, and automation.

You will lead a 13+ person team across managers and frontline reps, coordinating with warehouse and logistics to drive rapid, data-driven improvements. In this remote role, you will build an AI-first support organization, automate repetitive interactions, and protect critical human moments.

Qualifications

• Lead customer experience or CX teams in high-growth ecommerce contexts.
• Experience with Shopify platform and order/fulfillment workflows.
• Hands-on AI or automation implementations and self-service workflows.

Responsibilities

• Lead remote CX across email, chat, and phone for ~20k monthly interactions.
• Develop managers, team leads, and frontline reps; ensure KPIs like CSAT, first response time, SLA.
• Own CX automation strategy and monitor performance dashboards and guardrails.

Skills

CX leadership

Shopify experience

AI & automation

Data analytics

Tools

Gorgias

Shopify

Yuma

ShipHero/WMS

Job description

Applied Labs is seeking a Sr. Manager of Customer Experience & Fulfillment to own and scale post-purchase CX across support, fulfillment, returns, and automation.

You will lead a 13+ person team across managers and frontline reps, coordinating with warehouse and logistics to drive rapid, data-driven improvements. In this remote role, you will build an AI-first support organization, automate repetitive interactions, and protect critical human moments.