Talent.com
Senior Manager, Client Experience & Workforce Performance

Senior Manager, Client Experience & Workforce Performance

ShipmonkFort Lauderdale, FL, US
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

Senior Manager, Client Experience & Workforce Performance

We're searching for a Senior Manager, Client Experience & Workforce Performance to drive exceptional service and operational efficiency. In this key leadership role, you'll own the full spectrum of our client-facing operations, from claims and collections to workforce management and overall customer experience. This is a unique opportunity for a dynamic leader who can blend a passion for elevating merchant satisfaction with a sharp, analytical focus on optimizing our operational systems for scale and impact. If you're a proven leader with a talent for building high-performing teams and scalable solutions, we want to hear from you.

Responsibilities

Leadership & Coaching

  • Directly manage selected teams across Claims, Closings and Collections, Special Projects, and WFM.
  • Focus on leadership coaching, career development, and management fundamentals to build future leaders.
  • Conduct quarterly performance calibration and bi-annual talent assessments.

Escalation Management

  • Serve as the senior escalation point for high-value or complex client issues across claims, collections, and special projects.
  • Ensure all escalations are resolved within defined SLAs and with strong merchant-facing communication.

    • Workforce Management (WFM)

  • Own staffing models, scheduling, and capacity planning across client-facing functions.
  • Partner with RevOps and People teams to forecast demand, optimize headcount, and drive labor efficiency.
  • Oversee workforce insights reporting to improve productivity and reduce overtime.

    • Performance Reviews & Business Rhythm

  • Own the process of quarterly CX team assessments, ensuring consistent evaluation standards across the department.
  • Lead preparation and delivery of Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs), consolidating KPIs, escalations, and workforce trends.
  • Ensure business reviews drive action and accountability, not just reporting.

    • Quality & Process Improvement

  • Oversee and evolve the CX Performance Framework, integrating quality assurance into associate career development.
  • Standardize KPIs across all CX functions (FRT, Resolution Time, CSAT, NPS, claims cycle time, collection effectiveness).
  • Drive root cause analysis, corrective actions, and best-practice workshops for problem solving at scale.

    • Culture & Enablement

  • Champion a high-performance culture through recognition programs, enablement workshops, and people development.
  • Organize CX-wide initiatives (e.g., CSAW, Peak Week) to promote engagement, collaboration, and strong team culture.
  • Partner with PD and CX leadership to maintain a scalable CX Knowledge Base and onboarding framework.

    • Qualifications

    6-8 years' progressive experience in Customer Experience, Operations, or Workforce Management, with at least 3+ years in a leadership role.

    Proven ability to lead multi-department teams, balance competing priorities, and resolve escalations.

    Strong analytical and problem-solving skills, with experience defining and tracking KPIs.

    Familiarity with workforce management tools, customer service platforms, and CRM systems.

    Excellent interpersonal and executive communication skills, with the ability to influence across departments.

    Demonstrated success in driving measurable improvements in service delivery and workforce efficiency.

    Proficiency in SQL is a bonus

    ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

    serp_jobs.job_alerts.create_a_job

    Senior Client Manager • Fort Lauderdale, FL, US