Operations Support Manager

ShipBob, Inc.; Kenosha (WI); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Parental Leave

Paid Holidays

Flexible Time Off

Job summary

ShipBob, Inc. is hiring for an on-site role at partner fulfillment centers in Kenosha. You will lead startup functions, manage projects, train staff, and ensure sites perform to ShipBob standards. The role emphasizes building partnerships, implementing dashboards, and driving successful launches across the network.

You will travel for site implementations, train stakeholders, and monitor KPIs, SLAs, and compliance. A strong focus on operational excellence and merchant experience is required.

Qualifications

• 3-5+ years of operations leadership experience in an ecommerce fulfillment environment with experience managing 3PL relationships.
• Advanced understanding of outbound and inbound fulfillment operations.
• Ability to assess partner site needs and drive solutions to meet those needs.

Responsibilities

• Spend 100% of time on-site at partner location in Kenosha.
• Assist with site selections and SFN partner vetting.
• Understand partner needs and adapt launch plans for successful onboarding and 60–90 day implementation.
• Set up dashboard and services to meet partner site goals; train staff.
• Coach SFN partners with tailored training and materials.
• Own relationship to handle onboarding questions and issues.
• Drive adoption of ShipBob features and WMS tools across sites.
• Help site achieve KPIs and SLAs; support post-launch tasks.
• Provide operational training per schedules and SOPs; collaborate with site leaders to close gaps.
• Travel to sites for audits and enablements; ensure IB/WRO/SLA compliance.

Skills

Ops leadership

3-5+ years

3PL relationships

Outbound/inbound

Interpersonal skills

Site launches

Excel

CAD drawings

On-site availability

Tools

CAD drawings

Excel

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.

Travel Requirement

You will be expected to spend 100 % of your time on-site at our partner location in Kenosha with the flexibility to travel per business needs to other locations in our network on an ad-hoc or training basis.

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

• You will be expected to spend 100 % of your time on-site.
• 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 100 % of the time, including weekends, as necessary.
• Must have access to a vehicle for travel needs between local sites.
• 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 - $ 8 5 ,000 . 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