Principal Operations Support Manager

ShipBob • Elwood, IL

6d • Onsite

About The Position

The Principal Operations Support Manager is ShipBob’s most senior representative at a partner-operated fulfillment site and the primary ShipBob owner of service-level performance for the Merchant. This hands-on, high-accountability role owns operational outcomes from dock to door, including inbound, stow, pick, pack, and ship, labor and capacity planning, and site expansion execution. The position advises, educates, and equips partner site leadership on ShipBob standard work, systems, and service-level expectations, and holds the site accountable for agreed outcomes through data, influence, and clear escalation. The role reports to ShipBob’s SFN Operations organization.

The role monitors and reports operational standards daily, identifies gaps early, and drives corrective action and escalation through partner leadership. Standards include: 95% or more of outbound orders picked up by the carrier within two days of ingestion; 98% or more of inbound inventory received and confirmed within one business day; 95% or more of inbound inventory stowed within three business days; a 100 UPH baseline through pick and pack; and an order defect rate below 3%.

The manager works through designated partner leaders, quarterbacks solutions on the floor, and supports daily execution. Responsibilities span operational performance and quality, inventory and order flow, partner training and process adherence, incident investigations, transportation and labor coordination, WMS and tooling support, and performance reviews. The position also mentors ShipBob’s on-site team members and performs other duties as necessary.

Requirements

• 7 or more years of experience in warehouse, fulfillment, or logistics operations, including time in a senior or multifunctional role.
• Deep knowledge of fulfillment performance and quality metrics, including SLA, UPH, defect, and shrink, and experience managing against contractual service levels.
• Experience with B2B and/or D2C e-commerce fulfillment operations, retailer compliance requirements, and routing guide adherence.
• Expert-level proficiency with WMS platforms and operational reporting tools.
• Experience developing and implementing SOPs and training others on standard work, ideally in a 3PL, partner, or multisite environment.
• Excellent written and verbal communication skills, including the ability to influence senior partner leaders.
• Strong problem-solving skills and the ability to make real-time operational decisions and quarterback solutions in a fast-paced, demanding environment.

Responsibilities

• Act as the primary onsite ShipBob point of contact for operational inquiries.
• Own daily visibility of outbound and inbound SLAs, order defects, shrink, UPH, and exceptions against required standards.
• Identify performance gaps early, present data and recommended actions to partner leadership, and track corrective actions to closure.
• Educate and equip partner site leadership on ShipBob standard work, WMS usage, merchant-specific processes, metrics, and performance goals.
• Develop SOPs, job aids, and training materials, and audit adherence to ShipBob standards; share findings with partner leadership.
• Coach partner site leaders on escalation paths and root-cause problem solving so issues are surfaced early and resolved at the appropriate level.
• Lead operational quality incident investigations with partner leadership and ShipBob operations leadership.
• Provide written incident reports covering root cause analysis, corrective actions, and preventative measures; trace recurring issues to process or training gaps and track improvements.
• Monitor inventory activity, including inbound, outbound, and returns, and order flow through picking, packing, staging, and shipping.
• Track B2B fulfillment, kitting, and value-added services performance against plans and SLAs.
• Flag discrepancies, backlogs, and risks to on-time execution early.
• Monitor compliance with merchant packing guides and order instructions, and flag gaps for correction.
• Coordinate with the transportation team to ensure pickups occur within designated shipping windows; escalate missed pickups or no-shows for timely rescheduling.
• Coordinate with the labor team and escalate hiring constraints early.
• Conduct weekly and quarterly business reviews covering performance, exceptions, and risks.
• Support WMS and tooling issues and create, monitor, and resolve Jira tickets.
• Mentor and guide ShipBob’s onsite team members.
• Perform other duties and responsibilities as necessary.

Benefits

• Medical, dental, vision, and basic life insurance
• Paid maternity/parental leave program
• Flexible time off program
• Paid sick leave
• Wellness days (one day per quarter)
• 401(k) match
• Comprehensive benefits package
• Access for every full-time employee to AI and productivity tools at no cost from Day 1
• Eligibility to participate in the Company’s discretionary bonus plan

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed