Principal Operations Support Manager

ShipBob, Inc. • Elwood, IL

7d • 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 is a hands-on, high-accountability role covering outcomes from dock to door, including inbound, stow, pick, pack, and ship, labor and capacity planning, and site expansion execution. The manager educates, equips, and advises partner site leadership on ShipBob standard work, systems, and service-level expectations, and holds the site to agreed outcomes through data, influence, and clear escalation. The role reports into the ShipBob SFN Operations organization.

The position is based at 21705 W Mississippi St, Elwood, IL 60421. It works through partner-designated leaders, raising requests, improving standards, and mitigating concerns, while quarterbacking solutions on the floor to drive daily execution. The role monitors performance against stated standards: 95% or more of orders picked up by the carrier within two days of ingestion; 98% or more of inbound received and confirmed within one business day; 95% or more of inbound stowed within three business days; a baseline of 100 units per hour through pick and pack; and an order defect rate below 3%.

ShipBob describes itself as a global supply chain and fulfillment technology platform serving SMB and Mid-Market ecommerce merchants. The company provides access to fulfillment operations and technology, including its proprietary warehouse management system and fulfillment center network. ShipBob states that every full-time employee receives access to AI and productivity tools from Day 1 at no cost.

Requirements

• At least 7 years of experience in warehouse, fulfillment, or logistics operations, including time in a senior or multifunction 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 ecommerce 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 multi-site 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 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, units per hour, and exceptions against required standards; identify 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, and merchant-specific processes, metrics, and performance goals.
• Build SOPs, job aids, and training materials, audit adherence to ShipBob standards, and share findings with partner leadership.
• Coach partner site leaders on escalation paths and root-cause problem solving so issues surface early and are resolved at the appropriate level.
• Lead operational quality incident investigations with partner and ShipBob operations leadership; provide written reports covering root cause analysis, corrective actions, and preventative measures; identify recurring 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 plan and SLAs; flag discrepancies, backlog, 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 the designated shipping window and escalate missed pickups or no-shows for timely rescheduling.
• Coordinate with the labor team and escalate hiring constraints early.
• Maintain consistent communication with Merchant Success and Powered By teams through scheduled operational meetings and 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.
• Opportunity to be eligible for participation in the Company's discretionary bonus plan.
• Access to AI and productivity tools from Day 1 at no cost for full-time employees.

What This Job Offers

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