Operations Support Manager - South Region

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

• Write Your Career Story.  Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
• Experience Global Impact and Global Connection.  At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
• Grow With An Ownership Mindset. We believe that great innovation comes from great transparency.  We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title: Operations Support Manager

Location: South Region

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.

What you’ll do:

• You will be expected to spend ~90% of your time on-site at a partner location or ShipBob Innovation Center.

• 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 in conjunction 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.

• Onsite Management: Function as the onsite GM at all times during the implementation phase - responsible for ensuring that all Jira tickets are resolved, ensuring orders do not breach, communication with control tower is timely, etc.

• 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.

• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• Advanced understanding of either outbound and inbound fulfillment operations. 
• Ability to be on-site up 90% of the time including weekends, as necessary.
• Minimum 6-10 years of operations, e-commerce fulfillment experience, and managing new teams and setting them up for success.
• 3+ years of experience in opening new building sites and teams.
• Patience: Knack for teaching and helping our SFN partners ensure adoption of ShipBob SOP’s, tools, and WMS systems. 
• Ability to consistently assess partner site needs and driving solutions to meet those needs along with connecting partners to right resources within ShipBob.
• Intermediate skills with Microsoft office tools, specifically with Excel.
• Ability to create and read CAD drawings to review building layouts preferred.
• Must have access to a vehicle for travel needs between locations. 

Classification: Exempt

Reports to:  Regional Director, Fulfillment Operations

Perks & Benefits:

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Flexible Time Off Program
• Paid Sick Leave and Paid Emergency Leave
• Floating Holidays (2 days/year)
• Wellness Days (1 day/quarter)
• 401K Match 
• Competitive Salary, Performance Bonus & Equity
• Variety of voluntary benefits, such as, short term disability
• Referral Bonus Program
• Fun Culture >>>Check us out on Instagram (@lifeatshipbob)

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The expected base pay range for this position is $69,000 - $100,000.

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:

At ShipBob, we’re looking to bring on board people who embody our core values:

• Be Mission-Driven.   We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
• Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
• Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
• Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
• Be Safety Minded. It’s not just talk; it’s the way you work.

About Us: 

ShipBob is a cloud-based logistics platform that partners with over 7,000+ e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver best in class experience to their customers. With an almost 100% accuracy rate in fulfilling orders and orders shipped on time, our merchants can count on us to deliver excellent service. 

As one of the fastest growing tech companies in Chicago with over $300M+ raised from blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the #1 best fulfillment technology in the industry. 

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.