Operations Support Manager

ShipBob, Inc.; Bolingbrook (IL); On-site; USD 80,000 - 117,000; Full time

Benefits offered by this job

Medical, Dental, Vision & Basic Life

Job summary

ShipBob, Inc. is seeking an experienced Operations Support Manager to lead the development and support of partner fulfillment centers, overseeing startup activities, systems training, and equipment setup. The role emphasizes strong partnerships, KPI achievement, and on-site leadership at SFN sites with occasional travel.

The position requires 3–5+ years in ecommerce fulfillment leadership, 3PL management, and deep knowledge of WMS/SOPs. On-site work up to 90% with significant travel is expected.

Qualifications

• 3-5+ years of operations leadership in an ecommerce fulfillment environment
• Experience managing 3PL relationships
• Advanced understanding of outbound and inbound fulfillment operations
• Ability to assess partner site needs and drive solutions
• Strong interpersonal skills to build consensus and lead teams
• 3+ years opening new building sites and setting up teams
• Experience teaching SFN partners ShipBob SOPs and WMS adoption
• Excel proficiency (Microsoft Office)
• On-site availability up to 90%, including weekends
• Vehicle access for travel between locations

Responsibilities

• Help in site selections and SFN partner vetting
• Understand SFN partner needs and adapt launch plans for successful integration
• Serve as primary contact and manage 60–90 day launch and post-launch follow-up
• Set up dashboard and services to achieve SFN partner goals
• Oversee site layout, equipment setup, and training of SFN staff
• Provide tailored training sessions based on merchant needs and dashboard configuration
• Reinforce Phase I/II training materials for self-service with ShipBob dashboard
• Own onboarding questions and issue resolution for SFN partners
• Bridge partner objectives with ShipBob capabilities to drive WMS adoption
• Achieve KPIs and SLAs; perform necessary implementation tasks
• Ensure sites receive training per SOPs and SOP adherence
• Collaborate with local center management to identify gaps and create improvement plans
• Review KPIs and propose actions with site leaders
• Identify and manage process improvements to enhance merchant experience
• Travel to sites for operational audits and implementations
• Ensure IB/WRO activity and related SLAs are met and tickets updated in Jira
• Assist sites with Cubiscan resources and returns processing per SOPs
• Coordinate VAS activities to meet SLAs with Control Tower
• Support merchant care calls and SLA-related escalations

Skills

Operations leadership

3PL management

Fulfillment operations

Stakeholder management

Site opening

SOP adoption

WMS systems

Excel

CAD drawings

On-site availability

Travel between locations

Tools

CAD drawings

Job description

As a member of theShipBobTeam, 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 location in Bolingbrook, IL. You will be expected to spend ~90% of your time on-site at a partner location or ShipBob Innovation Center, which can include weekends as necessary. This will include some travel to our partner site in Kenosha, WI.

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

• 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 60–90-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.
• 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 .
• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Paid Holidays &Flexible Time Off Program

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 $ 69,998 - $11 6,663 . 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 leadingfull-stack fulfillment platformischallengingwork. The problems we solve are complex, the pace is fast, and the bar is high.That meansShipBob’senvironmentisn’tthe rightfit for everyone, andthat’sokay.If you are ready to take ownership,push boundaries, andgrow alongside a team that genuinely supports each other, we would love to hear from you.

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.

At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.

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, c ompensation and training.

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

We use Greenhouse’s AI-powered Talent Matching tool to compare your application against our job requirements.