Operations Support Manager

About the Role

As a member of the ShipBob Team, you will grow with an ownership mindset, championing continuous learning and innovation. You'll tackle real problems, create tangible solutions, and drive results that impact ShipBob, our merchants, and your professional growth. This role offers the opportunity to do the most meaningful work of your career in a high-performance culture with a clear purpose.

Collaboration is key at ShipBob, where leaders are accessible, feedback flows in both directions, and everyone steps up to help when needed. We hold each other to high standards built on transparency and mutual respect, making the work feel worthwhile.

You must be located within the Inland Empire area or within a 1-hour drive of ShipBob's Moreno Valley Innovation Center (128010 Eucalyptus Ave, Moreno Valley, CA 92555). This role requires spending ~90% of your time on-site at partner locations in our network, including weekends as necessary. You must have access to your own vehicle to commute to partner locations.

Responsibilities

• Spend ~90% of your time on-site at partner fulfillment centers.
• Assist in site selections and vetting potential SFN site partners.
• Consultation: Understand SFN partner needs and adapt building launch plans to ensure successful integration and launch. Serve as the first point of contact and own the 60–90-day implementation phase, maintaining this role post-launch.
• Configuration: Implement specific measures for success, set up the dashboard, and configure services to meet SFN partner goals. Oversee site layout, equipment setup, and training of SFN partner staff with support teams.
• Training: Set up tailored training sessions for stakeholders based on merchant needs, dashboard configuration, and functionality. Reinforce training materials to encourage self-service and seamless interaction with ShipBob’s dashboard and services.
• Troubleshoot: Own the relationship to handle all questions, requests, and issues related to onboarding as an SFN partner site.
• Adoption: Inspire SFN partners to use key ShipBob features, tools, and the dashboard. Bridge partner objectives with ShipBob capabilities to drive the use of operational WMS and SOPs.
• Perform: Help SFN partners achieve key metrics (KPIs and SLAs) to foster a world-class merchant experience. Perform all necessary tasks during the implementation phase to ensure successful site launches.
• Ensure assigned fulfillment centers receive operational training according to established schedules and standard operating procedures.
• Partner with local fulfillment center management to identify process gaps and create training plans to bring sites up to standard.
• Review KPIs and performance reporting to identify areas of opportunity and develop actions to improve site performance.
• Proactively identify and manage process improvement initiatives to enhance the merchant experience.
• Travel to sites to perform operational audits and track performance, assisting with site implementations as required.
• Ensure all inbound (IB) activity is in good standing, unresolved receiving orders (UROs) are within 90 days, linked UROs are worked on daily, warehouse receiving orders (WROs) are marked as arrived, and IB WRO activity is handled within SLA.
• Update Jira tickets as needed and support sites requiring assistance with Cubiscan, ensuring they have the necessary resources.
• Ensure returns are processed in line with company SOPs and value-added services (VAS) are completed within agreed SLAs, communicating with the Control Tower.
• Escalate issues when orders are close to SLA and expedite Merchant Care callouts or requests.
• Assist with tech-related outbound (OB) issues, including cluster cart restocks, opening IPS tickets, and resolving issues.
• Monitor scan-to-gaylord and gaylord-to-dock scanning to ensure partners follow SOPs.
• Send daily detailed end-of-day (EOD) passdowns to communicate callouts and progress across the network.
• Comply with all food safety and compliance policies and regulations.
• Perform additional duties and responsibilities as necessary.

Requirements

• 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.
• Advanced experience within B2B fulfillment and expertise with unique retailer compliance requirements.
• Ability to consistently assess partner site needs and drive solutions to meet those needs, 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 SFN partners ensure adoption of ShipBob SOPs, tools, and WMS systems.
• Intermediate skills with Microsoft Office tools, specifically Excel.
• Ability to create and read CAD drawings to review building layouts (preferred).
• Ability to be on-site up to 90% of the time, including weekends as necessary.
• Must have access to a vehicle for travel needs between locations.

Pay

We are targeting a base salary range of $80,000 - $85,000. In addition to base salary, this role includes eligibility for participation in the Company's discretionary bonus plan based on performance and in accordance with Company policies.

Benefits

• Medical, Dental, Vision, and Basic Life Insurance.
• Paid Maternity/Parental Leave Program.
• Paid Holidays & Flexible Time Off Program.
• Paid Sick Leave.
• Wellness Days (1 day/quarter).
• 401K Match.
• Comprehensive Benefits Package.