Senior Manager CX Operations, Post Shipment (Remote)

Position Summary & Location

We’re looking for a seasoned Customer Experience (CX) leader with deep expertise in post-shipment service operations and warranty policy implementation, ideally in a B2B environment. This high-impact role partners closely with the VP of Post Shipment to reimagine how we serve, listen to, and learn from our customers—transforming our CX function into a vital feedback engine that protects future customers, improves products, and strengthens brand trust.

This role is a strategic succession path to VP-level leadership, requiring strong enterprise collaboration, transformational leadership, and the ability to influence customer outcomes, operational efficiency, and business growth.

This role works remotely from the United States.

Primary Responsibilities Include

• Strategic Ownership - Shape and execute the vision for post-shipment CX, partnering across business units. Contribute to long-range planning and enterprise-wide customer initiatives.
• Policy & Process Excellence - Lead efforts to refine and implement effective warranty policies and post-shipment service processes that drive operational consistency and improve customer outcomes.
• Cost of Quality Accountability - Partner with stakeholders to analyze post-shipment cost drivers, warranty accrual trends, and cost-to-serve metrics. Support budget planning and identify opportunities to improve operating margins through service design, policy enforcement, and operational efficiencies.
• Organizational Change or Transformation - Lead transformation initiatives, including service operating model redesign, technology integration, and change management efforts across the business.
• Enterprise-Wide Collaboration - Work with Supply Chain, Product Management, Quality, and Engineering to turn post-shipment insights into customer-focused product improvements.
• Data & Digital Enablement Vision - Drive the roadmap for data and technology enablement across post-shipment CX, leveraging AI, automation, and predictive analytics to enhance service quality and operational responsiveness.
• The technology you’ll leverage includes - Power BI, Salesforce, Five9 Call Center Software, plus Survey and customer feedback tools.

Qualifications

• A bachelor’s degree is required.
• 8+ years of experience in customer experience, post-shipment service, or warranty policy management in a B2B environment.
• Experience leveraging CX technologies, AI, automation, and predictive analytics to improve service performance and responsiveness.
• Experience in industrial, technical, or manufacturing sectors.
• Familiarity with CRM and service platforms (e.g., Salesforce or similar).
• Understanding key CX metrics (e.g., NPS, CSAT, FCR).
• Lean Six Sigma or similar process improvement certification is a plus.
• Available to travel based on business needs (10-15%).

The Ideal Candidate Demonstrates

• Strategic & Transformational Leadership – Proven track record of driving long-term strategy and leading complex, enterprise-wide transformation efforts, with the executive presence to serve as a trusted thought partner to senior leadership.
• Customer Experience Expertise – Deep understanding of post-shipment service operations, including the design and execution of customer experience strategies and feedback loops.
• Collaborative Mindset – Skilled at building partnerships across departments such as Product Management, Engineering, Supply Chain, and Quality to influence business outcomes.
• Analytical and Results-Driven – Comfortable working with data to drive decisions, identify trends, and measure the impact of initiatives.
• Customer-Centric Orientation – Strong commitment to protecting and enhancing the customer experience, grounded in empathy and proactive problem-solving.
• Exceptional Communication Skills – Capable of effectively conveying complex ideas and influencing at all organizational levels.
• Ownership and Accountability – Demonstrates personal responsibility and integrity in driving initiatives forward.