Operations Support Manager

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. Collaborate with peers and leaders in a culture of transparency, mutual respect, and high standards, where feedback flows freely and everyone steps up to help. Experience a high-performance culture with clear purpose, specific goals, and shared accountability—celebrating milestones and learning from setbacks together.

Must be located within a 1-hour drive of ShipBob's Bethlehem Innovation Center (4779 Hanoverville Rd, Building 200, Bethlehem, PA 18020). You will spend ~90% of your time on-site at a partner location or the Innovation Center, which may include weekends as necessary.

About the Role

You will develop and support our partner fulfillment centers to ensure they meet ShipBob’s performance standards. This role oversees new startup functions, including project management, systems training, and equipment setup. As an Operations Support Manager, you will build partnerships with new SFN partner sites by understanding their unique needs and facilitating their success within ShipBob’s dashboard and suite of fulfillment services. This role reports to the Regional Director, Fulfillment Operations, who also serves as the backup.

Responsibilities

• Assist in site selections and potential SFN site partner vetting.
• Consultation: Understand SFN partner needs and adapt building launch plans to ensure successful integration and launch. Serve as the first point of contact, owning the 60–90-day implementation phase and maintaining post-launch support.
• Configuration: Implement specific measures for success. Set up the dashboard and services to meet SFN partner goals, including site layout, equipment setup, and training of partner staff with SFN support teams.
• Training: Coach and guide SFN partners to success. Set up tailored training sessions for all 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: Ensure SFN partners achieve key metrics (KPIs and SLAs) for a world-class merchant experience. Complete 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 collaborate with site leaders to develop improvement actions.
• Proactively identify and manage process improvement initiatives to enhance the merchant experience.
• Travel to sites to perform operational audits and track performance. Assist with site implementations as required.
• Ensure all IB activity is in good standing, UROs are within 90 days, linked UROs are worked/checked daily, WROs are marked as arrived, and IB WRO activity is handled within SLA.
• Update Jira tickets as needed.
• Support sites needing assistance with Cubiscan and ensure they have the resources to succeed.
• Ensure returns are processed in line with company SOPs.
• Ensure VAS activities are completed within agreed SLAs and communicate with the Control Tower.
• Call out issues when orders are close to SLA and expedite Merchant Care requests.
• Assist with tech-related 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 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 while 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 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 between locations.

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.

Pay

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 based on performance and Company policies.

About ShipBob

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and mid-market ecommerce merchants. We provide access to best-in-class capabilities and deliver a delightful shopper experience. Merchants can outsource fulfillment, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across our global fulfillment center network. ShipBob is backed by leading investors and is one of the fastest-growing tech companies headquartered in Chicago.

At ShipBob, every full-time employee receives access to our best-in-class AI and productivity tools from day one at no cost. We believe innovation isn’t owned by one department—whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter?