Operations Support Manager

ShipBob, Inc.; Iron Mountain (MI); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical and Wellness Benefits

Life Assurance

Income Protection

Pension Scheme

Culture & Instagram presence

Job summary

ShipBob, Inc. is seeking an Operations Support Manager to develop and support partner fulfillment centers, overseeing startup functions including project management, systems training, and equipment setup.

This role reports to the Senior Operations Support Manager and Regional Director, Fulfillment Ops. You will build solid partnerships with 3PL sites, coach and onboard partners to achieve ShipBob Scorecard metrics, ensure timely inbound and outbound operations, and coordinate with internal teams

Qualifications

• Minimum 4-6 years of operations, ecommerce fulfillment, or fast-paced environments.
• Experience building relationships with 3PL partners and internal stakeholders.

Responsibilities

• Train and coach 3PL partners to ShipBob metrics.
• Onboard partners with tailored training and dashboard configuration.
• Troubleshoot onboarding questions and issues related to 3PL onboarding.
• Drive KPI performance and SLAs with 3PL partners.
• Coordinate with internal teams for resource allocation and CI initiatives.
• Provide weekly reporting to the local commercial team.

Skills

Operations management

3PL partner management

Training & onboarding

KPI tracking

Root cause analysis

Project coordination

MS Excel

Jira

Tools

WMS

ShipBob dashboard

Job description

Location:

This is hybrid role based out of our sites in Kettering

Role Description:

The role is an individual contributor responsible for developing and supporting our partner fulfillment centers to ensure they are all performing to the necessary standards. This role will oversee new startup functions including project management, systems training, and equipment set up. The Operations Support Manager will build solid partnerships with new, and existing, 3PL 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 Senior Operations Support Manager who also serves as the backup for this role. This role reports to Regional Director, Fulfillment Ops.

What you’ll do:

• Supporting our 3PLs:
  • Training: Coach and guide our 3PL partners to success defined by our metrics on the ShipBob Scorecard.
    • Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality.
    • Reinforce training materials, on an on-going basis, 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.
    • Support the relationship to handle questions, requests, and issues related to onboarding at ShipBob as a 3PL partner site.
    • Adoption: Inspire 3PL partner use of Key ShipBob Features and Tools/Dashboard.
    • Bridge ShipBob 3PL partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOP's.
    • Work with the 3PLs to ensure quality closure of internal tickets (proper root cause analysis and resolution).
  • Supporting the execution of Best-in-Class operations.
    • Timely and accurate Inbound Operations that support fulfilment operations to commence accurately.
    • Provide accurate, visual, and detailed feedback to our merchants, in case of expectations misalignment, through our support team.
    • Value Added Service (VAS) Operations are being completed accurately by the 3PL and queries to requirements are being quickly resolved.
    • Work with Freight partners to organize transport where coordination is required.
    • Support the development of efficient and scalable kitting solutions as the sites and demand for solutions grow.
    • Support the 3PL partners on CI and efficiency initiatives.
    • Lease with ShipBob internal stakeholders to coordinate resources and support 3PLs.
• Supporting our Merchants:
  • Perform: Nail Key Performance Indicators (KPIs).
    • SLAs: Help 3PL partners achieve all key metrics (KPIs and SLAs) which foster a world class merchant experience.
    • Work with the Merchant Experience Specialists (MES) to understand the Merchant Care Dashboard statistics and trends. Work with the 3PL on their specific improvement plans escalating to the site leadership team and your Line Manager if progress had not been made.
    • Work closely with Merchant Implementation Managers and Merchant Support Managers to ensure that merchants onboarding/expanding into international locations receive an exceptional onboarding experience through focused action plans in their first 90 days, regular touch points with internal and external stakeholders and ensuring 3PLs understand pick/pack requirements.
    • Weekly review of space utilization and opportunities to consolidate inventory IDs to reduce costs for the merchant. Work together with the 3PL to execute changes required.
    • Work with 3PLs to resolve any urgent escalation or out of SLA request, with the merchant top of mind, and communicate outcomes accordingly to both ShipBob and 3PL stakeholders.
• Supporting our Internal Customers:
  • Support the operational Support Team (Control Tower) in getting timely responses to operational queries, resolving escalations, and providing general status updates.
  • Work with Merchant Care and Inventory Control Quality Assurance (ICQA) to ensure internal queries (Jira), our ticketing system, are responded to as thoroughly as possible with trends being resolved more tactically through root cause investigations.
  • Attending Weekly Business Review calls with our 3PL partners, supporting follow-up actions for completion.
  • Attend daily stand-up calls with internal teams and take ownership of closing action items.
  • Provide weekly reporting and visibility to our local commercial team.
  • Support the National Ops Manager by taking on challenges and being prepared to be the next clear successor for this role.
• Comply to all food safety and compliance policies and regulations.
• Additional duties and responsibilities as necessary.

What you will bring to the table:

• Demonstrated ability to build solid relationships and get business done.
• Patience/Resilience: Knack for teaching and helping 3PL partners, ensuring adoption of ShipBob SOP's, tools, and WMS systems.
• Enjoyment of standardized processes, with a curious mind and CI mindset.
• Minimum 4-6 years of operations, e-commerce fulfillment experience, or a fast-paced environment and managing new teams and setting them up for success.
• Advanced understanding of either outbound or inbound fulfillment operations.
• Ability to be on-site up to 90% of the time, including weekends and nights, if necessary.
• Ability to consistently assess partner site needs and deliver solutions along with connecting partners to the appropriate resources within ShipBob.
• Intermediate skills with Microsoft Office tools (MS Excel)
• Must have access to a vehicle for travel needs between locations.

Perks & Benefits:

• Medical and Wellness Benefits
• Life Assurance
• Income Protection
• Pension Scheme
• See Our High-Performing Culture >>>Check us out on Instagram @lifeatshipbob

#LI-DS2

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.

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.

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.