Senior CX Leader: Scale World-Class Merchant Experience

Applied Labs, Inc.; Pittston (Luzerne County); On-site; USD 80,000 - 110,000; Full time

Job summary

ShipMonk, based in Pittston, is seeking a Senior Manager, Client Experience to lead and scale their client experience operations. You will manage a team of CX Managers, focusing on driving performance against key service metrics while ensuring high-quality, AI-enhanced support solutions.

The ideal candidate will have 6–8 years of leadership experience, preferably in 3PL or logistics environments, and demonstrate a strong track record in improving customer satisfaction metrics. Join us in redefining the merchant experience and driving innovative solutions.

Qualifications

• 6–8 years of leadership experience in Customer Experience, Operations, or Service Management.
• At least 3 years managing managers or multi-site teams.
• Strong operational and analytical acumen.

Responsibilities

• Lead and develop CX Managers overseeing multi-site teams.
• Drive outcomes for CSAT, First Response Time (FRT), and Cost per Case.
• Manage complex merchant concerns across the region.

Skills

Leadership

Customer Experience

Data Analysis

3PL Logistics

Communication

Tools

CRM systems

Workforce management platforms

Job description

ShipMonk, based in Pittston, is seeking a Senior Manager, Client Experience to lead and scale their client experience operations. You will manage a team of CX Managers, focusing on driving performance against key service metrics while ensuring high-quality, AI-enhanced support solutions.

The ideal candidate will have 6–8 years of leadership experience, preferably in 3PL or logistics environments, and demonstrate a strong track record in improving customer satisfaction metrics. Join us in redefining the merchant experience and driving innovative solutions.