Operations Support Manager

ShipBob, Inc. • Atlanta, GA

17h • Onsite

About The Position

As an Operations Support Manager at ShipBob, you will be a key member of the team responsible for the development and support of partner fulfillment centers, ensuring they meet established performance standards. This role involves overseeing new startup functions, including project management, systems training, and equipment setup. You will build strong partnerships with new SFN partner sites by understanding their unique needs and facilitating their success within ShipBob’s dashboard and suite of fulfillment services. The position emphasizes continuous learning, innovation, and collaboration within a high-performance culture focused on clear goals and shared accountability. You will be expected to spend approximately 90% of your time on-site at partner locations or ShipBob Innovation Centers, which may include weekends. ShipBob is a leading global supply chain and fulfillment technology platform for SMB and Mid-Market ecommerce merchants, offering outsourced fulfillment, proprietary WMS for in-house fulfillment, or hybrid solutions across its extensive network in the US, Canada, UK, Europe, and Australia. The company is backed by leading investors and is one of the fastest-growing tech companies headquartered in Chicago.

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.
• Knack for teaching and helping our 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 up to 90% of the time, including weekends, as necessary.
• Must have access to a vehicle for travel needs between locations.

Nice To Haves

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

Responsibilities

• Help in site selections and potential SFN site partner vetting.
• Understand SFN partner needs and adapt building launch plans to ensure successful partner integration and launch.
• Serve as a first point of contact and own successful launch 60–90-day implementation phase and maintain status of first point of contact post-launch.
• Implement Specific Measures for Success.
• Set up the dashboard and services to accomplish the goals of the SFN partner sites.
• Responsible for site layout, equipment set-up, and training of SFN partner staff with SFN support teams.
• Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality.
• Reinforce training materials provided during Phase I and Phase II training 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 at ShipBob as a SFN partner site.
• Bridge Shipbob SFN partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOP’s.
• Help SFN partners achieve all key metrics (KPIs and SLAs) which foster a world class merchant experience.
• Perform all necessary tasks during the implementation phase to ensure the SFN site is successfully launched.
• Ensure that assigned fulfillment centers receive operational training according to established training schedules and standards operating procedures.
• Partner with local fulfillment center management to identify process gaps and create training plans to bring the site up to standard.
• Review KPIs and performance reporting to identify areas of opportunity and partner with local site leaders to develop actions to bring the site up to standard.
• 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 all within 90 days, linked URO’S are being worked/ checked on daily, WROS are being marked arrived, IB WRO activity is being handled within SLA.
• Ensure that Jira tickets are updated as needed.
• Help support sites that need assistance with Cubiscan and ensure they have the resources they need to be successful.
• 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.
• Help callout any issues when orders are close to SLA and expedite any Merchant Care callouts and/or requests.
• OB - help with tech related issues - cluster cart restocks, open IPS tickets and help resolve issues.
• Monitor scan to gaylord and gaylord to dock scanning to ensure all partners are following the SOP.
• EOD Passdowns- send daily detailed passdowns to understand what callouts were made during the day and what progress was made across the network.
• Comply to all food safety and compliance policies and regulations.
• Additional duties and responsibilities as necessary.

Benefits

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Paid Holidays & Flexible Time Off Program
• Paid Sick Leave
• Wellness Days (1 day/quarter)
• 401K Match
• Comprehensive Benefits Package
• Opportunity to be eligible for participation in the Company's discretionary bonus plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees