{"id":1220816,"url":"https://alion.io/job/uproot-clean-sr-customer-experience-manager","title":"Sr. Customer Experience Manager","company":{"id":687816,"name":"Uproot Clean","domain":"uprootclean.com","url":"https://alion.io/company/uprootclean","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"C","score":65,"open_postings":12,"ghost_share":0.583,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-27T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":89000,"max_usd":160000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":185},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Shopify","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-25T10:29:24Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-28T01:46:17Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"Sr. Manager of Customer Experience & Fulfillment\nLocation: Fully Remote, US\nJob Type: Full-Time\nReports To: VP of Operations\nAbout the role\nWe're hiring a Sr Manager of Customer Experience & Fulfillment to own and scale the post-purchase customer experience across support, fulfillment, returns, and automation.\nYou'll lead a team of 13+ across managers, team leads, and frontline support reps while overseeing customer experience across email, chat, and phone. You'll also work closely with our internal warehouse, 3PL, supply chain, and operations teams to make sure fulfillment issues are caught quickly, escalated appropriately, and solved at the source.\nThis is a performance ownership role. You'll own the systems, standards, people, and metrics behind the customer experience, not just the support queue.\nA major part of the role is building an AI-first support organization that can scale without adding headcount at the same rate as volume. We want to automate repetitive, transactional interactions aggressively while protecting the human moments that actually matter.\nAutomate the ordinary. Humanize the extraordinary.\nIdeal Background\nThe strongest candidates for this role have led customer experience or support teams inside high-growth DTC/ecommerce businesses, ideally with meaningful order volume and operational complexity. You operated against clear service-level and customer satisfaction targets, and used data to diagnose what is actually driving performance.\nYou're comfortable getting into the details when needed, but your default is to build systems and leaders that keep the operation running without you becoming the bottleneck.\nYou likely come from an environment where customer support, fulfillment, refunds, shipping issues, and ecommerce operations are tightly connected.\nStrong signals:\nLed a customer support or CX team of 5-10+ people, ideally through team leads or managers\n\nManaged high-volume DTC/ecommerce customer support\n\nShopify experience\n\nExperience operating against CSAT, first response time, SLA, and QA targets\n\nBuilt dashboards and reporting independently\n\nHands-on experience implementing AI, automation, or self-service workflows\n\nExperience improving support efficiency without relying primarily on additional headcount\n\nComfortable working across support, fulfillment, warehouse, and operations teams\n\nExperience holding internal teams or external partners accountable to service standards\n\nWhat you'll do\nCustomer Experience Operations\nLead customer support across email, chat, and phone, supporting approximately 20,000 customer interactions per month.\n\nManage and develop managers, team leads, and frontline reps across a remote international team.\n\nOwn performance across first human response time, CSAT, SLA adherence, QA, and other core support metrics.\n\nBuild clear operating rhythms across reporting, coaching, escalations, and performance management.\n\nStay close enough to the operation to understand what customers are experiencing without becoming the person who has to personally solve every issue.\n\nMaintain high service standards across a seven-day support operation.\n\nAI & Automation\nOwn the CX automation strategy across Gorgias, Shopify, Yuma, and other tools we adopt.\n\nIdentify repetitive contacts that can be automated, eliminated, or shifted to self-service.\n\nBuild, test, and improve AI workflows based on actual customer outcomes, not just automation rate.\n\nPush toward automating the large majority of routine customer interactions without creating a worse customer experience.\n\nEstablish clear guardrails for situations where human judgment is required, including legal issues, complex escalations, and emotionally sensitive customer interactions.\n\nContinuously evaluate new tools and workflows that allow the team to support more volume without proportional headcount growth.\n\nFulfillment & Post-Purchase\nOversee the customer-facing performance of our internal warehouse and 3PL.\n\nMonitor fulfillment SLAs, shipping delays, order exceptions, mis-picks, damages, lost shipments, and other customer-impacting issues.\n\nHold partners accountable to agreed service levels and escalate recurring operational problems.\n\nWork closely with supply chain and warehouse teams to solve root causes behind customer-facing failures.\n\nOversee returns, refunds, reships, and service recovery processes.\n\nSupport customer inquiries related to wholesale and drop-ship orders.\n\nEnsure major customer-impacting operational issues are identified quickly and communicated clearly.\n\nPerformance & Reporting\nBuild and maintain reporting across customer experience and fulfillment performance.\n\nTrack trends across first response time, CSAT, SLA, automation, contact volume, repeat contacts, refunds, reships, and escalations.\n\nDiagnose why performance changes instead of reacting only to the top-line metric.\n\nIdentify operational leaks and turn them into clear action plans.\n\nUse data to determine where we need better automation, better processes, better coaching, or stronger partner accountability.\n\nWhat we're looking for\nDTC/ecommerce experience is required: You understand the realities of physical-product ecommerce, including shipping, returns, refunds, fulfillment issues, and high-volume customer support.\n\nStrong analytical chops: You can build your own reporting, identify patterns, diagnose root causes, and turn data into action.\n\nHands-on AI and automation experience: You've actually built, implemented, or improved workflows using AI or automation. Curiosity alone isn't enough.\n\nExperience managing against clear KPIs: You know how to improve CSAT, first response time, SLA performance, QA, and productivity without gaming the numbers.\n\nStrong operational judgment: You know when to solve a customer issue immediately and when to fix the underlying system creating the issue.\n\nComfort with accountability: You can coach, develop, and make hard calls when performance isn't where it needs to be.\n\nCross-functional ownership: You don't stop at \"that's another team's problem\" when the issue is impacting the customer.\n\nComfort operating in a messy environment: You can build while the business is moving, make decisions with imperfect information, and improve systems as you go.\n\nStrong written and verbal communication: You can communicate clearly with frontline teams, leadership, external partners, and customers when needed.\n\nNice to have\nGorgias experience\n\nYuma or similar AI support experience\n\nShipHero or other WMS experience\n\nRecharge experience\n\n3PL experience\n\nReturns operations experience\n\nExperience launching or scaling phone and live-chat support\n\nWholesale or retail customer support experience\n\nExperience managing international remote teams\n\nThis role is not for you if\nYou think customer experience is primarily about managing a ticket queue\n\nYour first answer to increased volume is adding more people\n\nYou are resistant to AI or automation\n\nYou need someone else to pull or interpret the data for you\n\nYou avoid difficult performance conversations\n\nYou are comfortable repeatedly fixing symptoms instead of solving root causes\n\nYou see fulfillment or warehouse issues as outside your responsibility because another team owns the function\n\nYou need mature systems and perfectly documented processes before you can be effective\n\nWork Requirements\nSchedule: Monday-Friday, 8:00 AM - 5:00 PM EST\nWorkspace: Fixed, professional setup with reliable internet and a backup plan.\nOutput: Consistent reporting, fast problem escalation, strong management rhythms, and measurable improvements across CX and fulfillment performance.\nBenefits & Compensation\nCompetitive base salary\n\nFully remote\n\nPaid time off\n\nFlex days. Enjoy an extra quarterly day off to unwind and recharge\n\nHealth, dental, and vision insurance\n\nOwnership & autonomy: trusted to build and execute strategy\n\nProfessional development: opportunities to learn and grow with the business\n\nReady to Apply?\nIf you've led high-volume ecommerce customer experience teams, know how to turn data into better operations, are excited about using AI to scale support, and want ownership across both CX and fulfillment, apply now.\nBe prepared to tell us about something you have personally built, automated, redesigned, or scaled and the measurable impact it had.","description_format":"text","description_chars":8300,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-25T11:53:58Z"}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":1,"expected_fill_days":30,"reasons":["conf:1","stale_co","win:early"],"computed_at":"2026-09-27T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/uproot-clean-sr-customer-experience-manager","json_url":"https://alion.io/job/uproot-clean-sr-customer-experience-manager.json","meta":{"generated_at":"2026-09-28T03:47:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2328,"day_limit":5000,"remaining_today":2672,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}