Head of CX & Fulfillment (Remote) | AI-Driven Automation

Applied Labs; Northern (KY); Hybrid; USD 120,000 - 185,000; Full time

Job summary

Applied Labs is hiring a Sr Manager of Customer Experience & Fulfillment to own the post-purchase customer journey across support, fulfillment, returns, and automation.

You will lead a 13+ person team across managers and frontline reps, and work with warehouse and 3PL partners to ensure issues are tackled at the source. The role emphasizes building an AI-first, scalable support organization while protecting essential human interactions.

Qualifications

• Must have led CX or support teams in high-growth DTC/ecommerce environments
• Experience managing high-volume, cross-functional CX
• Strong data-driven approach to CSAT, SLA, and QA
• Hands-on with AI, automation, or self-service workflows

Responsibilities

• Lead customer experience across email, chat, and phone for ~20,000 interactions per month
• Manage a remote international team of managers, leads, and frontline reps
• Own performance metrics including CSAT, first response time, SLA, and QA
• Build operating rhythms for reporting, coaching, escalations and performance
• Implement AI-focused automation strategy across tools like Gorgias, Shopify, Yuma
• Oversee fulfillment and post-purchase operations with internal warehouse and 3PL
• Monitor fulfillment SLAs, delays, order issues, returns, refunds, and escalations
• Collaborate with supply chain and warehouse teams to address root causes of customer-impacting failures

Job description

Applied Labs is hiring a Sr Manager of Customer Experience & Fulfillment to own the post-purchase customer journey across support, fulfillment, returns, and automation.

You will lead a 13+ person team across managers and frontline reps, and work with warehouse and 3PL partners to ensure issues are tackled at the source. The role emphasizes building an AI-first, scalable support organization while protecting essential human interactions.