Shipper Experience Manager

Job Summary

Leading the day-to-day execution of the Customer Control Tower function, the full-time remote Shipper Experience Manager will manage real-time operational monitoring, escalation, and communication for key customers, ensuring high-quality service delivery and effective issue resolution.

Key responsibilities

• Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts
• Ensure escalations are documented, tracked, and communicated while maintaining operational discipline
• Act as the primary point of contact during critical issues, coordinating cross-functional responses and driving resolutions

Required qualifications

• Bachelor's degree or equivalent experience
• Experience in Operations, Supply Chain, Business, Analytics, or a related field preferred
• Experience in customer-facing operational roles, escalation management, or service recovery environments
• Demonstrated experience leading teams in fast-paced environments, preferably in a multi-shift or 24/7 setting
• Experience supporting reporting, operational reviews, or customer communications preferred