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 take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and your own professional growth. Collaborate with peers and leaders in a high-performance culture where feedback flows in both directions, and everyone steps up to help when needed. Experience a results-driven environment with clear goals, shared accountability, and a strong connection to our mission.

Location & Schedule

This role is based at 700 Gateway Dr, Bolingbrook, IL 60440, with an on-site requirement of up to 90% of the time, including weekends as necessary. We are hiring for multiple shifts:

• 1st shift: 8:00am - 4:30pm, Monday - Friday
• 2nd shift: 4:00pm - 12:30am, Monday - Friday

Responsibilities

• Spend ~90% of your time on-site, assisting with site selections and vetting potential SFN partner sites.
• Consult with SFN partners to understand their needs and adapt building launch plans for successful integration and launch.
• Serve as the first point of contact and own the 60–90-day implementation phase, maintaining this role post-launch.
• Implement specific measures for success, including dashboard setup and services to meet SFN partner goals.
• Oversee site layout, equipment setup, and training of SFN partner staff with support teams.
• Develop and deliver tailored training sessions for stakeholders based on merchant needs and dashboard functionality.
• Reinforce training materials to encourage self-service and seamless interaction with ShipBob’s dashboard and services.
• Troubleshoot and handle all questions, requests, and issues related to onboarding as an SFN partner site.
• Bridge SFN partner objectives with ShipBob capabilities to drive the use of key functions and features of the operational WMS and SOPs.
• 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 SOPs.
• 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, including managing UROs, WROs, and daily checks.
• Update Jira tickets as needed and support sites with Cubiscan, ensuring they have necessary resources.
• Ensure returns are processed in line with company SOPs and value-added services (VAS) are completed within SLAs.
• Monitor scan-to-gaylord and gaylord-to-dock scanning to ensure compliance with SOPs.
• Send daily detailed 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.
• Ability to consistently assess partner site needs and drive solutions to meet those needs.
• Strong interpersonal skills to 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 adopt 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).
• Must have access to a vehicle for travel needs between locations.

Pay

We are targeting a base salary range of $80,000 - $85,000. The full salary range for this position is $69,998 - $116,663. This role is also eligible for participation in the Company’s discretionary bonus plan.

Benefits

• Medical, dental, vision, and basic life insurance.
• Paid maternity/parental leave program.
• Paid holidays and flexible time off program.
• Paid sick leave.
• Wellness days (1 day/quarter).
• 401K match.
• Access to best-in-class AI and productivity tools from day one.