Operations Support Manager

Operations Support Manager

As a member of the ShipBob team, you will...

Grow with an Ownership Mindset : We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won't just follow a playbook, you'll be actively building the future of ShipBob.

Collaborate with Peers and Leaders Alike : ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We've created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.

Experience a High-Performance Culture and Clear Purpose : Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location : West Region. You will be expected to spend ~90% of your time on-site at a partner location or ShipBob Innovation Center within Southern California and other Western states, which can include weekends as necessary.

Role Description

You will be responsible for the development and support of our partner fulfillment centers to ensure they are all performing to the standards that we have developed. This role will oversee new startup functions including project management, systems training, and equipment set up. Operations Support Manager will build solid partnerships with new SFN partner sites by understanding their unique needs and facilitating their success within ShipBob's dashboard and suite of fulfillment services. This role reports to the Regional Director, Fulfillment Operations, who also serves as the backup for this role.

What You'll Do

You will be expected to spend ~90% of your time on-site at a partner location or ShipBob Innovation Center.

Help in site selections and potential SFN site partner vetting.

Consultation : Understand SFN partner needs and adapt building launch plans to ensure successful partner integration and launch.

Serve as a first point of contact and own successful launch 6090-day implementation phase and maintain status of first point of contact post-launch.

Configuration : Implement Specific Measures for Success.

Set up the dashboard and services to accomplish the goals of the SFN partner sites.

Responsible for site layout, equipment set-up, and training of SFN partner staff with SFN support teams.

Training : Coach and Guide SFN partner to Success.

Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality.

Reinforce training materials provided during Phase I and Phase II training to encourage self-service and seamless interaction with ShipBob dashboard and services.

Troubleshoot : Find and Course-Correct.

Own the relationship to handle all questions, requests, and issues related to onboarding at ShipBob as a SFN partner site.

Adoption : Inspire SFN partner use of Key ShipBob Features and Tools / Dashboard.

Bridge Shipbob SFN partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOP's.

Perform : Nail Key Performance Indicators (KPIs).

SLAs : Help SFN partners achieve all key metrics (KPIs and SLAs) which foster a world class merchant experience.

On-Task : Perform all necessary tasks during the implementation phase to ensure the SFN site is successfully launched.

Onsite Management : Function as the onsite GM at all times during the implementation phase - responsible for ensuring that all Jira tickets are resolved, ensuring orders do not breach, communication with control tower is timely, etc.

Ensure that assigned fulfillment centers receive operational training according to established training schedules and standards operating procedures.

Partner with local fulfillment center management to identify process gaps and create training plans to bring the site up to standard.

Review KPIs and performance reporting to identify areas of opportunity and partner with local site leaders to develop actions to bring the site up to standard.

Proactively identify and manage process improvement initiatives that improve merchant experience.

Travel to sites and perform operational audits and track performance.

Travel and assist with site implementations as required.

Ensure all IB activity is in good standing, UROS are all within 90 days, linked URO'S are being worked / checked on daily, WROS are being marked arrived, IB WRO activity is being handled within SLA.

Ensure that Jira tickets are updated as needed.

Help support sites that need assistance with Cubiscan and ensure they have the resources they need to be successful.

Ensure that Returns are processed in line with company SOPs.

Ensure that VAS activities are completed within agreed SLAs with communication to the Control Tower.

Help callout any issues when orders are close to SLA and expedite any Merchant Care callouts and / or requests.

OB - help with tech related issues - cluster cart restocks, open IPS tickets and help resolve issues.

Monitor scan to gaylord and gaylord to dock scanning to ensure all partners are following the SOP.

EOD Passdowns- send daily detailed passdowns to understand what callouts were made during the day and what progress was made across the network.

Comply to all food safety and compliance policies and regulations.

Additional duties and responsibilities as necessary.

What You'll Bring to the Table

3-5+ years of operations leadership experience in an e-commerce fulfillment environment with experience managing 3PL relationships.

Advanced understanding of outbound and inbound fulfillment operations.

Ability to consistently assess partner site needs and drive solutions to meet those needs and connecting partners to proper resources.

Strong interpersonal skills to effectively build consensus, gain buy-in and persuade stakeholders on key decisions.

3+ years of experience in opening new building sites and setting up teams for success.

Knack for teaching and helping our SFN partners ensure adoption of ShipBob SOP's, tools, and WMS systems.

Intermediate skills with Microsoft Office tools, specifically with Excel.

Ability to create and read CAD drawings to review building layouts preferred.

Ability to be on-site up to 90% of the time, including weekends, as necessary.

Must have access to a vehicle for travel needs between locations.

Perks & Benefits

Medical, Dental, Vision & Basic Life Insurance

Paid Maternity / Parental Leave Program

Flexible Time Off Program

Paid Sick Leave

Floating Holidays (2 days / year)

Wellness Days (1 day / quarter)

401K Match

Comprehensive Benefits Package

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. We are targeting a base salary range of $80,000 - $85,000. The full salary range for this position in our compensation architecture is $70,253 - $117,088.

In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company's policies.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

The work we do at ShipBob is both challenging and rigorous, which means our environment isn't the right fit for everyone, and that's okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today's global supply chain.

Learn more about our core values and how we perform at a high level in our day-to