Director, Merchant Launch Operations

ShipMonk • Louisville, KY

1d • 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 part in planning and executing 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, managing change and fostering a culture of continuous improvement, supporting merchant launches, 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

Responsibilities

• Design and operationalize the Ops CI function at ShipMonk, including intake processes, project governance, and reporting cadence.
• Hire, develop, and lead a team of Ops CI managers embedded across the network.
• Establish and maintain a prioritized problem backlog, ensuring the team is always working on the highest-impact opportunities.
• Create visibility for Ops CI work across the organization- from the ops floor to the executive team- through a consistent cadence of reviews and change management.
• 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 that stick.
• Set and track KPIs for CI project outcomes- cost savings, throughput and speed improvements, quality- and report on progress to senior leadership.
• Partner with General Managers and functional leaders to identify and size improvement opportunities, and ensure operational buy-in for change implementation.
• Champion a culture of continuous improvement across ShipMonk- making problem-solving accessible and habitual at every level of the organization.
• Design and deliver CI training and capability-building programs for operations leaders and frontline teams.
• Lead change management efforts for major CI initiatives, ensuring sustainable adoption rather than one-time fixes.
• Support the analysis of merchant attributes and SKU profiles to determine effective solution(s).
• Own the successful design, execution and oversight of merchant launches, ensuring all operational aspects are thoroughly planned and executed.
• Coordinate with cross-functional teams to ensure all merchant launch requirements are met and any issues are promptly addressed.
• 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, ensuring a smooth transition and effective utilization.
• Develop and implement user-friendly workflows using tools such as Asana, Slack, Salesforce, and Google-based applications to streamline processes.
• Design and maintain dashboards and reporting tools to provide actionable insights and support data-driven decision-making.
• Use data to drive every stage of the CI lifecycle- from opportunity identification and sizing to solution design and impact measurement.
• Partner with the Analytics team to develop insights that surface performance gaps and track improvement trends across facilities.
• Provide on-site support and leadership development, ensuring team members are well-trained and equipped to meet operational challenges of the launch.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director