About Flexport:

At Flexport we believe global trade can move the human race forward. Thats why its our mission to make global commerce so easy there will be more of it. Were shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today companies of all sizesfrom emerging brands to Fortune 500suse Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission solutions and people. Ready to tackle global challenges that impact business society and the environment Come join us.

The Opportunity

The 3PL Operations Customer Success Manager acts as the crucial operational bridge between Flexports e-commerce and retail clients and our warehouse fulfillment teams. You ensure SLA compliance manage onboarding and drive client retention by translating complex supply chain metrics into actionable business value. Its a client-facing cross-functional role and youll be a key voice in how Flexport delivers on its commitments to fulfillment clients.

You will:

• Client Success & Operational Liaison: Be the clients day-to-day point of contact connecting them with warehouse inventory and tech teams to resolve fulfillment issues.
• Partner Oversight & SLA Accountability: Serve as Flexports primary POC for assigned 3PL/4PL partners inspecting sites and holding them accountable for SLAs on receiving shipping inventory accuracy and packing quality. Coach teams of 30 to 100 at partner facilities and drive corrective action when needed.
• Forecasting & Capacity Planning: Share SNOP forecasts with partners and confirm labor and capacity plans align to demand.
• Billing & Invoice Management: Review and approve 3PL/4PL invoices and resolve discrepancies with partner teams.
• Process & Systems Compliance: Ensure partners follow Flexport SOPs and use our WMS correctly; troubleshoot system issues on the ground and reinforce best practices through hands-on support and training.
• Client Onboarding: Guide new merchants through WMS and OMS integration for a smooth transition into Flexports fulfillment network.
• Performance Reporting: Deliver client-facing reports on inventory turns shipping volume and logistics efficiency to guide business reviews.
• Escalation Management: Own high-pressure escalations involving inventory loss delayed shipments or compliance fines resolving quickly and communicating transparently with clients.
• Retention & Growth: Build long-term client trust through consistent operational reliability.
• Build the Function: Document how Flexport works with 4PL partners including processes escalation paths and performance standards.

You Should Have:

• 3 years of hands-on experience in a warehouse fulfillment or 3PL/4PL operations environment with working knowledge of floor-level workflows.
• 2 years managing or coaching a team in a fulfillment warehouse or 3PL setting.
• Experience in account management or client-facing operations translating operational performance into business outcomes.
• Proven ability to hold external partners accountable to SLAs without direct authority over their staff.
• Comprehensive practical knowledge of WMS operations: capable of identifying root causes training staff and resolving system complications rather than merely managing daily operations.
• Strong reporting and data analysis skills: experience building and interpreting KPI dashboards (Excel or BI tools) and turning data into clear recommendations.
• Polished client-facing communication skills: experience leading business reviews and presenting performance data to external stakeholders including navigating difficult conversations.
• Experience building structure and process in fast-paced evolving environments.

Nice-to-Haves:

• Experience managing merchant onboarding or system integrations
• Familiarity with client business reviews (QBRs) or account growth conversations
• International logistics or supply chain experience

Before You Apply:

• Availability: Client fulfillment issues can arise outside standard business hours; youll need to be reachable and able to manage your own time to match.
• Travel: You will visit partner and client sites regularly including some travel outside your home region. A valid passport is required.