Operations Implementation Manager

About the role

As a member of the ShipBob Team, you will grow with an ownership mindset, championing continuous learning and innovation, taking on real problems, creating tangible solutions, and driving results that move the needle for ShipBob, our merchants, and your own professional growth. Leaders are accessible, feedback flows both ways, and everyone steps up to help when needed. We hold each other to high standards because we trust each other to meet them, creating a transparent, respectful, high‑performance culture where goals are specific, accountability is shared, and milestones are celebrated together.

Location: Must be located within a 1‑hour drive of our hub in North Aurora, IL. Expect to spend approximately 75% of your time traveling to sites across the Midwest region to support merchant onboarding, with up to 25% travel to other regions as needed.

Responsibilities

• Lead the end‑to‑end operational onboarding of new ShipBob merchants across the U.S. fulfillment network, owning the merchant implementation lifecycle from post‑sale handoff through graduation.
• Serve as the primary operational point of contact, coordinating cross‑functional execution with Fulfillment Center Operations, Solutions Engineering, Process Engineering, Merchant Success, Capacity & Forecasting, and Sales to remove operational friction, mitigate risk, and ensure merchant readiness at every stage.
• Influence: work cross‑functionally with Merchant Implementation, Quality, SFN Operations, SIC Operations, Forecasting, Analytics, and Sales teams to implement new Mid‑Market clients operationally.
• Strategize: work with Quality, SFN, and SIC partners to best place merchants and execute on the needs of their unique SKU profile, pack expectations, and custom packaging.
• Merchant Experience: act as the escalation point for all fulfillment issues during the first 30 days of onboarding for new merchants, solving complex merchant problems from internal and external perspectives.
• Onboarding: oversee the onboarding and implementation operations for all Mid‑Market merchants from the Supply Chain and Operations perspective.
• Analyze: understand volume needs, coordinate with forecasting teams, communicate expectations around productivity impacts, and make necessary adjustments.
• Operational Solutioning: find scalable, creative solutions to merchants’ custom requirements that align with current processes.
• Comply with all food safety and compliance policies and regulations.
• Perform additional duties and responsibilities as necessary.

Requirements

• Minimum 8 years of experience in Fulfillment Operations and/or Operational Program Management.
• Experience interfacing with Merchants, Suppliers, or external 3rd parties.
• High EQ and natural interpersonal skills; a connector and expert communicator who will “close the distance” between Operations,