Operations Implementation Manager

ShipBob; United States; On-site; USD 95,000 - 106,000; Full time

Benefits offered by this job

Medical Insurance

Paid Parental Leave

Paid Holidays & Time Off

Paid Sick Leave

Wellness Days

401K Match

Comprehensive Benefits

Job summary

ShipBob is hiring an Operations Implementation Manager to lead end-to-end onboarding of new merchants across the U.S. fulfillment network.

You will partner with Merchant Implementation, Quality, SFN Operations, SIC Operations, Forecasting, Analytics, and Sales to ensure a seamless post-sale to graduation lifecycle. You will drive SKU strategy, packaging needs, and challenging fulfillment issues during the first 30 days, with travel across the Midwest required.

Qualifications

• Minimum 8 years of experience in Fulfillment Operations and/or Operational Program Management.
• Experience interfacing with Merchants/Suppliers/External 3rd Parties.
• High EQ and interpersonal skills; able to connect Operations with merchants and internal stakeholders.
• Track record of running initiatives and delivering cross-functional results.
• Solid program management skills and ability to manage multiple projects.

Responsibilities

• Influence cross-functional teams to implement new Mid-Market clients operationally.
• Strategize with Quality, SFN, and SIC to optimize merchant SKU profiles and packaging.
• Serve as escalation point for fulfillment issues during the first 30 days of onboarding.
• Oversee onboarding and implementation operations for all MM merchants from a Supply Chain perspective.
• Analyze volume needs and coordinate with forecasting teams; communicate productivity expectations.
• Develop scalable solutions for merchants' custom requirements within current processes.
• Comply with all food safety and compliance policies.
• Additional duties as necessary.

Skills

Fulfillment Operations

Operational Program Management

Cross-functional Collaboration

Stakeholder Communication

Program Management

PowerBI

Microsoft Excel

Tools

PowerBI

Microsoft Excel

Job description

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

• Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.
• Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.
• Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

Location

Must be located within 1 hour drive of our HUB in North Aurora, IL. You will be expected to spend ~75% of your time traveling to sites across the Midwest region to support merchant onboarding, with up to ~25% travel to other regions as needed.

Role Description

The Operations Implementation Manager will join ShipBob’s growing Supply Chain team responsible for understanding the unique strategic needs of each of our clients and delivering value to help facilitate their growth and success. This person will be responsible for managing the complex needs of one of our largest Powered By merchants, ensuring that each sub-account (the merchant’s customers) is onboarded into the ShipBob operational ecosystem with the best experience. This role reports to the Sr. Manager, Operations Implementation, who also serves as the backup for this role.

The Operations Implementation Manager is a critical member of ShipBob's Supply Chain Quality organization, responsible for leading the end-to-end operational onboarding of new ShipBob merchants across our U.S. fulfillment network. This role owns the merchant implementation lifecycle from post-sale handoff through graduation, ensuring each merchant achieves and sustains strong operational performance before transitioning to Merchant Success.

What You’ll Do

• Influence: work cross-functionally with our Merchant Implementation, Quality, SFN Operations, SIC Operations, Forecasting, Analytics, and Sales teams to implement new Mid-Market clients operationally.
• Strategize: work with Quality, SFN, and SIC partners to best place merchants and execute on the needs of their unique SKU profile, pack expectations, and custom packaging.
• Merchant Experience: you will act as our escalation point for all fulfillment issues during the first 30 days in the onboarding process for new merchants. You will be critical in solving the most complex merchant problems both from an internal and external perspective.
• Onboarding: oversee the onboarding and implementation operations for all our MM merchants from the perspective of Supply Chain and Operations.
• Analyze: understand volume needs and coordinate with forecasting teams, communicate expectations around productivity impacts and make necessary adjustments.
• Operational Solutioning: work to find scalable creative solutions to merchant's custom requirements that align with our current processes.
• Comply to all food safety and compliance policies and regulations.
• Additional duties and responsibilities as necessary.

What You’ll Bring To The Table

• Minimum 8 years of experience in Fulfillment Operations and/or Operational Program Management.
• Experience interfacing with Merchants/Suppliers/External 3rd Parties.
• High EQ and natural interpersonal skills. A connector and expert communicator who will ‘close the distance’ between Operations, our merchants and internal stakeholders.
• Established track record of running initiatives, working cross-functionally to achieve goals, and succeeding in a team environment.
• Solid program management skills and ability to run multiple projects simultaneously.
• Experience with PowerBI and Microsoft Excel.

Perks & Benefits

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Paid Holidays & Flexible Time Off Program
• Paid Sick Leave
• Wellness Days (1 day/quarter)
• 401K Match
• Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. We are targeting a base salary of $95,000 - $106,000 for this role. 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.

About You

Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.

Use of AI-Assisted Tools During Recruitment

We may use AI-assisted tools during the recruitment process to support administrative functions such as transcribing interviews, generating summaries or notes, organizing interview feedback, facilitating candidate communications, and helping recruiters identify candidates whose qualifications may align with job requirements. These tools are designed to assist our recruiting team and are not used to make final hiring decisions. Hiring decisions are made by trained human reviewers who consider the candidate's application, interview performance, qualifications, experience, and other relevant factors. AI-assisted tools do not independently determine whether a candidate advances in the hiring process or receives an offer of employment. Where required by applicable law, candidates will be provided with notice regarding our use of AI-assisted technologies and, where available, information about any applicable rights relating to such processing, including the ability to request additional information or opt out of certain AI-assisted processing activities. Candidates who exercise available opt-out rights may be reviewed through alternative processes consistent with applicable law.

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.