Onsite Customer Service Manager, Fulfillment

The role

You will lead a customer support team and manage performance metrics across assigned fulfillment center sites. You will drive operational excellence by building relationships with operations partners and implementing process improvements.

What you will do

• Track and analyze performance metrics across site(s)
• Set and manage ramp plans for team performance
• Build and maintain relationships with operations teams
• Provide regular reporting on team performance and SLA/TTR metrics
• Serve as Subject Matter Expert in business segment
• Identify opportunities to reduce ticket generation through root cause analysis
• Own ticket quality review and coach reps
• Drive site-level NPS follow-through
• Oversee the disposals process
• Partner with Operations to implement process improvements

Required qualifications

• Bachelor's degree, or equivalent experience
• 5+ years of professional working experience in Customer Service, Operations, or a related field
• 3+ years of people management experience, including managing a mix of FTEs and contractors
• Strong analytical skills
• Experience in performance tracking and metric-based decision making
• Proven experience in relationship management and cross-functional collaboration
• Excellence in both written and verbal communication
• Experience in process improvement, change management, and quality assurance / ticket audit processes
• Strong project management capabilities
• Data-driven approach to problem-solving
• Ability to influence without direct authority
• Experience creating and delivering performance reports

Nice to have

• Adaptability and comfort with rapid change

Benefits

• Bonus
• Equity
• Medical
• Dental
• Flexible time off

About the company

Flexport aims to make global commerce easy through innovative technology and exceptional people. The company moves more than $19B of merchandise across 112 countries a year.