Operations Support Manager

ShipBob, Inc.•Kenosha, WI

1d•$80,000 - $85,000•Onsite

About The Position

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 for your own professional growth. You will collaborate with peers and leaders alike, as leaders are accessible, feedback flows in both directions, and everyone steps up to help when needed. ShipBob fosters a high-performance culture and clear purpose, driven by specific goals, shared accountability, and a clear connection of individual work to the company's mission. This role is based at our MKE-2 location in Kenosha, WI, and requires 100% on-site presence with flexibility for ad-hoc travel to other network locations for business needs or training. The Operations Support Manager is responsible for the development and support of partner fulfillment centers to ensure they perform to established standards. This role oversees new startup functions including project management, systems training, and equipment setup. The Operations Support Manager will build solid 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.

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 and 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 in opening new building sites and setting up teams for success.
Ability to teach and help SFN partners ensure adoption of ShipBob SOP’s, tools, and WMS systems.
Intermediate skills with Microsoft Office tools, specifically with Excel.
Ability to be on-site 100% of the time, including weekends, as necessary.
Must have access to a vehicle for travel needs between local sites.

Nice To Haves

Ability to create and read CAD drawings to review building layouts.

Responsibilities

Help in site selections and potential SFN site partner vetting.
Consult with SFN partners to understand their needs and adapt building launch plans for successful integration.
Serve as the first point of contact and own the successful launch during the 60-90 day implementation phase, maintaining this role post-launch.
Configure the dashboard and services to meet the goals of SFN partner sites.
Responsible for site layout, equipment setup, and training of SFN partner staff with SFN support teams.
Coach and guide SFN partners to success through tailored training sessions based on merchant needs and specific dashboard configurations.
Reinforce training materials to encourage self-service and seamless interaction with ShipBob dashboard and services.
Own the relationship to handle all questions, requests, and issues related to onboarding as an SFN partner site.
Inspire SFN partner use of Key ShipBob Features and Tools/Dashboard by bridging objectives with capabilities.
Help SFN partners achieve all key metrics (KPIs and SLAs) that foster a world-class merchant experience.
Perform all necessary tasks during the implementation phase to ensure the SFN site is successfully launched.
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.
Review KPIs and performance reporting to identify areas of opportunity and develop action plans with local site leaders.
Proactively identify and manage process improvement initiatives that improve merchant experience.
Travel to sites and perform operational audits and track performance.
Travel and assist with site implementations as required.
Ensure all IB activity is in good standing, UROS are within 90 days, linked URO’S are worked/checked daily, WROS are marked arrived, and IB WRO activity is handled within SLA.
Ensure that Jira tickets are updated as needed.
Help support sites needing assistance with Cubiscan and ensure they have the necessary resources.
Ensure that Returns are processed in line with company SOPs.
Ensure that VAS activities are completed within agreed SLAs with communication to the Control Tower.
Call out any issues when orders are close to SLA and expedite any Merchant Care callouts/requests.
Assist with tech-related issues for OB (cluster cart restocks, open IPS tickets, and help resolve issues).
Monitor scan to gaylord and gaylord to dock scanning to ensure partners follow SOP.
Send daily detailed passdowns to understand callouts made during the day and progress across the network.
Comply with all food safety and compliance policies and regulations.
Perform additional duties and responsibilities as necessary.