Sr. Manager of Customer Experience & Fulfillment (Fully Remote)

Not Provided; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Not Provided is a high-growth DTC ecommerce business operating fully remotely with a team of 13+ in customer experience and fulfillment. The role leads CX and fulfillment performance, owning metrics and driving automation and AI workflows across tools like Gorgias and Shopify.

You will collaborate with supply chain to fix root causes and build robust reporting, enabling proactive improvements. The position emphasizes operational excellence, data-driven decision making, and scalable processes in

Responsibilities

• Lead customer support across email, chat, and phone, managing a team of 13+ across managers and frontline reps.
• Own performance metrics including first human response time, CSAT, SLA adherence, and QA.
• Build clear operating rhythms for reporting, coaching, escalations, and performance management.
• Own the CX automation strategy across Gorgias, Shopify, Yuma, and other tools.
• Identify repetitive contacts to automate, eliminate, or shift to self-service.
• Build and test AI workflows based on actual customer outcomes, not just automation rate.
• Oversee the customer-facing performance of internal warehouse and 3PL partners.
• Monitor fulfillment SLAs, shipping delays, order exceptions, and other post-purchase issues.
• Work closely with supply chain and warehouse teams to solve root causes behind customer-facing failures.
• Build and maintain reporting across customer experience and fulfillment performance.
• Track trends across first response time, CSAT, SLA, automation, contact volume, and more.

Job description

• Lead customer support across email, chat, and phone, managing a team of 13+ across managers and frontline reps.
• Own performance metrics including first human response time, CSAT, SLA adherence, and QA.
• Build clear operating rhythms for reporting, coaching, escalations, and performance management.

AI & AUTOMATION:

• Own the CX automation strategy across Gorgias, Shopify, Yuma, and other tools.
• Identify repetitive contacts to automate, eliminate, or shift to self-service.
• Build and test AI workflows based on actual customer outcomes, not just automation rate.

FULFILLMENT & POST-PURCHASE:

• Oversee the customer-facing performance of internal warehouse and 3PL partners.
• Monitor fulfillment SLAs, shipping delays, order exceptions, and other post-purchase issues.
• Work closely with supply chain and warehouse teams to solve root causes behind customer-facing failures.

PERFORMANCE & REPORTING:

• Build and maintain reporting across customer experience and fulfillment performance.
• Track trends across first response time, CSAT, SLA, automation, contact volume, and more.
• Diagnose why performance changes and turn data into actionable plans.

Not Provided

This company is a high-growth DTC ecommerce business focused on physical products. They operate fully remotely with a team of over 13 in customer experience and fulfillment, emphasizing automation and operational excellence.