Area Manager, Fulfillment Operations

ShipBob, Inc.•Fort Worth, TX

2d•$54,878 - $73,170•Onsite

About The Position

The Dedicated Manager of Merchant Operations serves as the primary on-site operational liaison for Merchant at ShipBob. This is an operationally focused leadership role responsible for driving executional excellence across B2B fulfillment, kitting operations, and value-added services (VAS). The role ensures service level adherence, maintains operational alignment between ShipBob, Merchant, and third-party partners, and fosters a high-performance environment onsite. As ShipBob continues to grow, it is imperative to provide a great experience in serving our clients’ needs while maintaining sustainable growth and scalability from an operations perspective. This role reports to the Operations Manager, Fulfillment Operations.

Requirements

2+ years of experience in warehouse, fulfillment, or logistics operations management.
Experience serving as an operational liaison between fulfillment operations and merchant or client teams, with a demonstrated ability to manage cross-functional relationships.
Sound understanding of fulfillment metrics including UPH, OPH, SLA management, and VCPO.
Experience with B2B fulfillment operations, retailer compliance requirements, and routing guide adherence.
Proficiency with WMS platforms and operational reporting tools.
Excellent written and verbal communication skills; ability to clearly communicate operational status and incidents to merchant partners.
Solid organizational and coordination skills with the ability to manage multiple priorities across B2B fulfillment, kitting, and VAS operations simultaneously.
Excellent problem-solving skills and ability to make real-time operational decisions in a fast-paced, physically demanding environment.
Experience developing and implementing SOPs in a warehouse or fulfillment environment.

Responsibilities

Maintain consistent communication with the Merchant and Success teams through scheduled operational meetings, facility tours, and shared distribution group correspondence covering performance, exceptions, and risks. Route all operational correspondence through the Merchant ShipBob email distribution group to ensure full visibility across Merchant Success, B2B operations, and relevant departments.
Provide a high-level end-of-day summary covering B2B order status, kitting and VAS progress, inventory or lot hold status, open orders, orders past SLA, key operational risks or delays, and clear action plans for outstanding items.
Oversee operational quality incident investigations in coordination with ShipBob operations leadership; provide written reports including Root Cause Analysis, Corrective Actions, and Preventative Measures.
Coordinate across ShipBob departments to resolve operational constraints and engage directly with Merchant operational teams and external partners such as freight carriers as necessary to support operational execution.
Own operational metric reporting, including but not limited to VCPO, UPH, OPH (Batch, Labelling, Pick, Pack), on-time receiving and shipping, and merchant SLAs. Identify areas for improvement, troubleshoot problems, and implement solutions to maintain standards.
Align weekly with the Merchant to understand kitting and production volume requirements; partner with operations leadership to develop execution plans addressing staffing, capacity, and operational constraints. Monitor production progress, provide regular updates to the Merchant, and track Days of Backlog.
Develop and document Merchant-specific Standard Operating Procedures (SOPs) where needed; audit existing operational processes to ensure SOPs and work instructions are being followed.
Ensure compliance with Merchant packing guides, order instructions, retail labeling requirements, and Merchant Warehouse Expectations documentation; audit documentation for accuracy including GTIN, GS1-128, ASIN, Amazon Transparency, and Prop 65 labels.
Monitor B2B fulfillment performance to ensure all purchase orders are picked, packed, and shipped within required SLAs; assist with order prioritization to meet retailer Must Arrive By Dates, escalate risks that may impact ship dates or retailer compliance, and ensure orders are marked as invoiced upon shipment within the correct accounting period.
Utilize ShipBob internal tools to determine the optimal shipment mode for each purchase order in accordance with retailer routing guides; update the “Ship Option” field in the ShipBob WMS dashboard for each purchase order.
Coordinate directly with carriers assigned to each purchase order to ensure pickups occur within the designated shipping window. Schedule pickup appointments in accordance with carrier-provided pickup dates and site availability. Proactively resolve missed pickups or carrier no-shows to secure timely rescheduling.
Oversee inventory LOT hold and release management in the WMS in coordination with the Merchant; upon release approval, remove holds, return LOTs to available inventory, and evaluate and prioritize any resulting order backlog.
Evaluate operational feasibility for special requests or operational projects; coordinate with the ShipBob account team to scope requirements and communicate project timelines, constraints, and execution plans to the Merchant.
Support all safety programs and OSHA compliance to ensure a safe work environment for all associates. Supervise daily workflows to ensure products are handled and stored correctly per defined safety and quality procedures. Maintain compliance with hygiene and contamination control standards and promote a culture of accountability.
Other duties/responsibilities as necessary.