Operations Support Manager

Shipbobinc; Fort Worth (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K Match

Paid Holidays & Flexible Time Off

Paid Sick Leave

Wellness Days

Comprehensive Benefits

Job summary

ShipBob is seeking an Operations Support Manager to lead partner fulfillment center onboarding and ongoing operations. You will drive site launches, build strong 3PL relationships, and ensure SFN partner sites perform to ShipBob standards.

You will oversee training, dashboard configuration, and adherence to SOPs, while traveling to partner sites up to 90% of the time. A strong focus on process improvement and stakeholder collaboration is essential.

Qualifications

• 3-5+ years of operations leadership experience in e-commerce fulfillment.
• Experience managing 3PL relationships.
• Open new building sites and set up teams.
• Ability to train partners on ShipBob SOPs and tools.
• Strong interpersonal and collaboration skills.
• Willingness to be on-site up to 90%.

Responsibilities

• Lead onboarding of SFN partner sites and manage 60–90 day launch.
• Set up dashboard, services, and training for partner sites.
• Coach SFN partners to adopt ShipBob SOPs, tools, and WMS.
• Perform operational audits and drive process improvements.
• Travel to sites for implementations and audits as needed.
• Ensure all activity is compliant with SOPs and safety policies.
• Identify gaps and create targeted training plans.

Skills

Ops leadership

3PL relationships

Fulfillment ops

Stakeholder mgmt

Site opening

SOP adoption

On-site

Travel

Tools

Excel

CAD drawings

Job description

As a member of theShipBobTeam, you will...

• Grow with an Ownership Mindset:We champion continuous learning and innovation.You'lltake on real problems,create tangiblesolutions, anddrive results that move the needleforShipBob,our merchants, and for your own professional growth.Ifyou'reready to do the most meaningful work of your career, this is the place.
• Collaborate with Peers and Leaders Alike:AtShipBob,leaders areaccessible;feedback flows in both directions, andeveryone, regardless of their seniority or role, steps up to help when needed.We hold each other tohigh standardsbecause 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 andclear about what that means: ourgoals are specific, accountability is shared, and every team member can see how their work connects toour mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

Location

Location: Must be located within 1 hour drive of Fort Worth, TX. 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.

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.

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)

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.

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.

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.

We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human.

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.