Director, Merchant Launch Operations

ShipMonk•Louisville, KY

2d•Hybrid

About The Position

ShipMonk is seeking a highly skilled and experienced Director to join our Launch Operations team. This role will play a pivotal role in the planning and execution of high-impact, high-visibility projects and initiatives, while driving operational excellence across our fulfillment centers. The Director will be responsible for building and leading the Ops CI (Continuous Improvement) function, driving performance improvement through project ownership and structured problem-solving, championing a culture of continuous improvement, supporting merchant launch and solutions, developing data and analytics capabilities, and providing on-site support and leadership development.

Requirements

Bachelor’s degree in industrial engineering, supply chain management, logistics, or a related field
Minimum of 8 years of experience in e-commerce fulfillment operations, inventory management, and process optimization
At least 3 years in a leadership role directly managing operations programs and projects
Strong leadership and team management skills with a proven track record of driving results
Excellent analytical and problem-solving abilities with a detail-oriented mindset
Ability to analyze data and generate actionable insights using analytical tools such as MS Excel, Google Sheets, Metabase, Tableau, etc
Proficiency in warehouse management systems (WMS) and how they translate to operational process
Strong communication and interpersonal skills with the ability to collaborate effectively across departments and levels of the organization

Nice To Haves

Lean program leadership and/or certification(s) preferred
Preferred experience in Wholesale/B2B fulfillment
Ability to travel 25-35% to support multi-site engagement, on-site project leadership, and managing a distributed team

Responsibilities

Build & Lead the Ops CI Function: Design and operationalize the Ops CI function, including intake processes, project governance, and reporting cadence. Hire, develop, and lead a team of Ops CI managers. Establish and maintain a prioritized problem backlog. Create visibility for Ops CI work across the organization.
Drive Performance Improvement: Own a portfolio of projects across fulfillment operations, cross-functional domains, merchant onboarding, and compliance programs. Apply structured problem-solving methodologies (Lean, Six Sigma, or equivalent) to diagnose root causes, design solutions, and implement changes. Set and track KPIs for CI project outcomes and report on progress to senior leadership. Partner with General Managers and functional leaders to identify and size improvement opportunities.
Change Management & Culture: Champion a culture of continuous improvement across ShipMonk. Design and deliver CI training and capability-building programs. Lead change management efforts for major CI initiatives.
Merchant Launch & Solutions: Support the analysis of merchant attributes and SKU profiles to determine effective solution(s). Own the successful design, execution and oversight of merchant launches. Coordinate with cross-functional teams to ensure all merchant launch requirements are met. Define, track, and analyze metrics related to the launch of new merchants. Develop and support the implementation of new service offerings. Train and support Operations teams on new merchant solutions and service offerings.
Data, Analytics, and Tooling: Develop and implement user-friendly workflows using tools such as Asana, Slack, Salesforce, and Google-based applications. Design and maintain dashboards and reporting tools. Use data to drive every stage of the CI lifecycle. Partner with the Analytics team to develop insights that surface performance gaps and track improvement trends.
On-Site Support & Leadership Development: Provide on-site support and leadership development. Mentor and coach team members to build leadership capabilities and foster a culture of continuous improvement.

Benefits

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.
Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.
Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.
People make ShipMonk: We believe in our team and invest in our people.
Own it: We take ownership of our work, our mistakes, and our successes.
Get sht done: We're a fast-paced, high-growth company that values action and results.
Change the score: We challenge the status quo, constantly innovating and improving.