Director, Merchant Launch Operations

About the role

ShipMonk is the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe. As a member of the Launch Operations team, this role will play a pivotal role in the planning and execution of high-impact, high-visibility projects and initiatives, while driving operational excellence across our fulfillment centers.

Responsibilities

• Build & Lead the Ops CI Function
  • Design and operationalize the Ops CI function at ShipMonk, including intake processes, project governance, and reporting cadence.
  • Hire, develop, and lead a team of Ops CI managers embedded across the network.
  • Establish and maintain a prioritized problem backlog, ensuring the team is always working on the highest-impact opportunities.
  • Create visibility for Ops CI work across the organization—from the ops floor to the executive team—through a consistent cadence of reviews and change management.
• Drive Performance Improvement
  • Own a portfolio of projects across fulfillment operations, cross-functional domains, merchant onboarding, and compliance programs.
  • Apply structured problem-solving methodologies (Lean, Six Sigma, or equivalent) to diagnose root causes, design solutions, and implement changes that stick.
  • Set and track KPIs for CI project outcomes—cost savings, throughput and speed improvements, quality—and report on progress to senior leadership.
  • Partner with General Managers and functional leaders to identify and size improvement opportunities, and ensure operational buy-in for change implementation.
• Change Management & Culture
  • Champion a culture of continuous improvement across ShipMonk—making problem-solving accessible and habitual at every level of the organization.
  • Design and deliver CI training and capability-building programs for operations leaders and frontline teams.
  • Lead change management efforts for major CI initiatives, ensuring sustainable adoption rather than one-time fixes.
• Merchant Launch & Solutions
  • Support the analysis of merchant attributes and SKU profiles to determine effective solution(s).
  • Own the successful design, execution, and oversight of merchant launches, ensuring all operational aspects are thoroughly planned and executed.
  • Coordinate with cross-functional teams to ensure all merchant launch requirements are met and any issues are promptly addressed.
  • Define, track, and analyze metrics related to the launch of new merchants.
  • Develop and support the implementation of new service offerings.
  • Train and support Operations teams on new merchant solutions and service offerings, ensuring a smooth transition and effective utilization.
• Data, Analytics, and Tooling
  • Develop and implement user-friendly workflows using tools such as Asana, Slack, Salesforce, and Google-based applications to streamline processes.
  • Design and maintain dashboards and reporting tools to provide actionable insights and support data-driven decision-making.
  • Use data to drive every stage of the CI lifecycle—from opportunity identification and sizing to solution design and impact measurement.
  • Partner with the Analytics team to develop insights that surface performance gaps and track improvement trends across facilities.
• On-Site Support & Leadership Development
  • Provide on-site support and leadership development, ensuring team members are well-trained and equipped to meet operational challenges of the launch.
  • Mentor and coach team members to build leadership capabilities and foster a culture of continuous improvement.

Requirements

• Bachelor’s degree in industrial engineering, supply chain management, logistics, or a related field.
• Minimum of 8 years of experience in e-commerce fulfillment operations, inventory management, and process optimization, with at least 3 years in a leadership role directly managing operations programs and projects.
• Strong leadership and team management skills with a proven track record of driving results.
• Excellent analytical and problem-solving abilities with a detail-oriented mindset.
• Ability to analyze data and generate actionable insights using analytical tools such as MS Excel, Google Sheets, Metabase, Tableau, etc.
• Proficiency in warehouse management systems (WMS) and how they translate to operational process.
• Strong communication and interpersonal skills with the ability to collaborate effectively across departments and levels of the organization.
• Lean program leadership and/or certification(s) preferred.
• Preferred experience in Wholesale/B2B fulfillment.
• Ability to travel 25-35% to support multi-site engagement, on-site project leadership, and managing a distributed team.

About ShipMonk

ShipMonk is a growth partner for merchants, providing cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.

Our success is powered by five key differentiators:

• Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
• Proprietary Technology: Our AI-powered platform provides a real-time, unified view of inventory and orders, giving merchants the control and visibility they need to succeed.
• Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
• Transparent Pricing: Our all-inclusive pricing means predictable costs, with no hidden fees or surprises.
• Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve.

Our Core Values

• Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.
• People make ShipMonk: We believe in our team and invest in our people.
• Own it: We take ownership of our work, our mistakes, and our successes.
• Get sh*t done: We're a fast-paced, high-growth company that values action and results.
• Change the score: We challenge the status quo, constantly innovating and improving.