Senior Director, Control Tower

ShipBob, Inc.

1d•$160,839 - $268,065•Remote

About The Position

This role is designed for someone who is eager to drive the next level of innovation within the e-commerce logistics space in an extremely high-growth environment. We are looking for a high-energy supply chain expert to dive in, bring a knack for doing the impossible, and scaling logistics infrastructure at lightning speed. If you are highly curious with the ability to think strategically and can effectively execute through multiple levels, then we want you as part of our team. This role is not your ordinary job, there is never a dull day! The team you will be working with have all been there, done that, and bought the tshirt! We are bringing new and exciting supply chain offerings to our merchants and need someone who is excited to be a builder.

Requirements

BS/BA degree in Transportation, Logistics, Supply Chain, Business Administration, or related field from an accredited college or university; MBA or MA/MS in supply chain management, operations, or business is a plus.
10+ years of operational leadership experience with a strong blend of supply chain and customer service or merchant operations; demonstrated ability to build, scale, and culturally lead large remote service teams.
Proven experience leading large-scale remote customer service or merchant operations teams, ideally in a global or offshore context, with a track record of improving merchant or customer satisfaction at scale.
Working knowledge of lean methodologies, process improvement, and the operational metrics and systems that drive continuous improvement across both logistics and customer service environments.
Excellent research skills and solid business acumen.
Experience managing and operating P&L responsibilities of $200M+ annual supply chain/logistics spend.

Responsibilities

Manage and direct global ShipBob Control Tower and Merchant Operations teams operating across all time zones. Of importance will be the responsibility to set the vision and standards, direct both functions, and build high-performing teams aligned with the strategy to supervise the major functions inherent within the scope of responsibility.
Lead and scale a large, remote Merchant Operations team based in India — a customer-facing function focused on delivering exceptional merchant experiences. Establish service standards, set cultural tone, build a merchant-first operating model, and develop the organizational capability to rapidly grow alongside ShipBob’s merchant base.
Champion the deployment of AI-driven tools and process automation within Merchant Operations to improve service quality, reduce resolution times, and increase team capacity without proportional headcount growth.
Provide cross-cultural leadership to a geographically distributed organization, fostering an inclusive, high-accountability culture that bridges time zones, communication styles, and organizational contexts.
Accountable for establishing performance objectives, developing operational metrics aligned with these objectives, and delivering results on behalf of ShipBob merchants.
Inform product roadmaps to achieve scale at ShipBob by transitioning manual control tower and merchant operations work into technology-driven mechanisms; actively identify and implement AI solutions that address merchant experience challenges and create operational leverage without adding headcount.
Develop and maintain a high-bar organization by selecting, appointing, and developing people who embody the culture, skills and drive contributing growth of ShipBob.
Drive associate engagement throughout teams to improve leader and business performance.
Direct all functions within budgets and drive cost improvement year-over-year. Develop effective organizational structures.
Create a motivating environment to help people through change in a positive manner successfully; foster open communications, continuous improvement, and innovation; minimize complexity; maintain stability; involve others in decision making.
Authentically build trusted relationships and collaborate globally with diverse, and multi-functional teams to successfully drive business objectives.
Additional duties and responsibilities as necessary.