Customer Service Manager, Fulfillment
Leads an onsite customer service team across fulfillment center sites, using performance metrics, quality programs, and process improvements to improve merchant experience. Requires a bachelor's degree or equivalent, 5+ years in customer service or operations, and 3+ years of people management.
About the job
Responsibilities
- Track and analyze site performance metrics and implement performance improvement strategies.
- Set and manage team ramp plans to support consistent growth and development.
- Build relationships with operations teams to drive collaborative problem-solving.
- Report team performance and SLA/TTR metrics to the broader network.
- Serve as the subject matter expert for the business segment and influence support strategies.
- Identify opportunities to reduce ticket generation through root cause analysis.
- Own ticket quality reviews, audit tickets against standards, and coach representatives.
- Drive site-level NPS follow-through by turning merchant feedback into action plans.
- Oversee the site disposals process for timely and compliant handling.
- Partner with Operations on process improvements that enhance merchant experience.
- Lead and mentor the customer service team.
- Manage escalations and resolve issues to ensure customer satisfaction.
- Drive standardization and best practices across the team and organization.
- Conduct weekly one-on-ones and maintain accurate team metrics.
Requirements
- Bachelor's degree or equivalent experience.
- 5+ years of professional experience in customer service, operations, or a related field.
- 3+ years of people management experience, including management of both full-time employees and contractors.
- Strong analytical skills and experience with performance tracking and metric-based decisions.
- Relationship management and cross-functional collaboration experience.
- Excellent written and verbal communication skills.
- Experience with process improvement, change management, and quality assurance or ticket audits.
- Strong project management capabilities.
- Data-driven problem-solving approach.
- Ability to influence without direct authority.
- Experience creating and delivering performance reports.
- Adaptability in a rapidly changing environment.
- Ability to manage one or more sites with minimal travel.
Compensation
- US base salary range: $64,800–$89,100 USD, excluding bonus, equity, and benefits.
Skills
Performance Metrics, Root Cause Analysis, Quality Assurance, Ticket Auditing, Process Improvement, Change Management, Project Management, Performance Reporting, Nps, Sla, Customer Service, Relationship Management
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