Remote AI-Driven CX & Fulfillment Leader

Uproot Clean

Northern (KY)

Hybrid

USD 120,000 - 160,000

Full time

3 days ago

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Benefits offered by this job

Fully remote

Paid time off

Health, dental, and vision insurance

Flex days

Job summary

Uproot Clean is seeking a Sr Manager of Customer Experience & Fulfillment to own the post-purchase journey across support, fulfillment, returns, and automation. You will lead 13+ personnel across managers, team leads, and frontline reps, coordinating with warehouse, 3PL, and operations to resolve issues at the source.

You will build an AI-first support organization, automating routine interactions while preserving human moments that matter.

Qualifications

Experience leading CX or support teams in high-growth DTC/ecommerce.
Proven track record meeting CSAT, first response time, SLA, and QA targets.
Shopify experience.
Experience building dashboards and reporting.
Hands-on AI/automation implementation.

Responsibilities

Lead customer support across email, chat, and phone for ~20,000 interactions/month.
Develop managers, team leads, and frontline reps across a remote international team.
Own performance metrics including first response time, CSAT, SLA, QA.
Create operating rhythms for reporting, coaching, escalations, and performance management.
Oversee fulfillment & post-purchase functions with warehouse/3PL.
Build and maintain CX/fulfillment reporting and identify improvement opportunities.
Implement and optimize AI/automation workflows with guardrails.