Onsite Fulfillment Operations Leader

shipbobinc; Elwood (IL); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

ShipBob is seeking a Principal Operations Support Manager to serve as the principal on-site representative at a partner-operated fulfillment site in Elwood, IL. The role demands high accountability for service-level performance across dock-to-door processes, including inbound, stow, pick, pack, and ship, with focus on SLAs, UPH, defects, and safety.

You will educate partner leadership on standard work, WMS usage, and merchant-specific processes, while building SOPs, training materials, and

Qualifications

• 7+ years of experience in warehouse, fulfillment, or logistics operations, including time in a senior or multi-function role.
• Deep knowledge of fulfillment performance and quality metrics (SLA, UPH, defect, shrink) and experience managing against contractual service levels.

Responsabilités

• Act as the primary onsite ShipBob POC for all operational inquiries.
• Own daily visibility of outbound and inbound SLAs, order defects, shrink, UPH, and exceptions against the required standards. Identify gaps early, bring data and recommended actions to partner leadership, and track corrective actions to closure.
• Educate and equip partner site leadership on ShipBob standard work, WMS usage, and merchant-specific processes, metrics, and performance goals.
• Build SOPs, job aids, and training materials, and audit adherence to ShipBob standards. Share findings with partner leadership.
• Coach partner site leaders on escalation paths and root-cause problem solving so issues surface early and are resolved at the right level.
• Lead operational quality incident investigations in coordination with partner leadership and ShipBob operations leadership. Provide written reports including Root Cause Analysis, Corrective Actions, and Preventative Measures, and trace recurring issues to process or training gaps and track improvements with the partner.
• Monitor inventory activity (inbound, outbound, returns, etc) and order flow through picking, packing, staging, and shipping. Track B2B fulfillment, kitting, and VAS performance against plan and SLAs. Flag discrepancies, backlog, and risks to on-time execution early.
• Monitor compliance with Merchant packing guides, order instructions, and flag gaps for correction.
• Coordinate with transportation team to ensure pickups occur within the designated shipping window, and elevate missed pickups or no-shows for timely rescheduling.
• Coordinate with labor team and elevate hiring constraints early.
• Maintain consistent communication with Merchant Success and Powered By teams through scheduled operational meetings and weekly and quarterly business reviews covering performance, exceptions, and risks.
• Support WMS and tooling issues, create, monitor, and resolve Jira tickets.
• Mentor and guide ShipBob’s on-site team members.
• Other duties/responsibilities as necessary.

Connaissances

Warehouse operations

Logistics metrics

SLA management

Cross-functional leadership

Outils

Jira

Description du poste

ShipBob is seeking a Principal Operations Support Manager to serve as the principal on-site representative at a partner-operated fulfillment site in Elwood, IL. The role demands high accountability for service-level performance across dock-to-door processes, including inbound, stow, pick, pack, and ship, with focus on SLAs, UPH, defects, and safety.

You will educate partner leadership on standard work, WMS usage, and merchant-specific processes, while building SOPs, training materials, and