Supply Chain Success Manager

ShipBob•Fort Worth, TX

10d•Hybrid

About The Position

As a member of the ShipBob Team, you will... Grow with an Ownership Mindset : We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob. Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights. Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories. Location: This role requires working onsite at our Innovation Center in Fort Worth, TX, at least 50% of the time. Role Description: The Supply Chain Success Manager plays a critical role in managing and scaling ShipBob’s most strategic merchant partnerships. Sitting at the intersection of account management, operations, and program leadership, this role blends on-site fulfillment expertise with executive-level relationship management to deliver long-term success for both ShipBob and our merchants. This role reports to the Director, Merchant Success.

Requirements

8+ years of experience in account management or program management in a supply chain/logistics role.
On-site fulfillment or warehouse operations experience, with ability to partner effectively with front-line and leadership teams.
Established track record of managing enterprise-level clients and building executive-level relationships.
Excellent ability to lead cross-functional projects through ambiguity, influencing without direct authority and entrepreneurial mindset.
Business review and client-facing presentation experience at senior/executive levels.
Ability to resolve escalations and negotiate solutions under pressure.
Demonstrated ability to communicate complex ideas clearly and persuasively, both in writing and verbally, while adapting style to diverse audiences including executives, cross-functional teams, and external partners.
High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms.

Nice To Haves

Direct project management experience, certifications and training is a bonus.

Responsibilities

Act as the program lead for assigned top merchants, building and running success frameworks that align operational performance with strategic growth goals.
Partner directly with ShipBob’s fulfillment center teams (primarily at Fort Worth, TX facility) to ensure processes, SLAs, and escalations are managed with speed and accountability.
Run cross-functional initiatives spanning Success, Operations, Product, and Finance to deliver scalable solutions for complex merchant needs.
Serve as a trusted advisor to executive stakeholders at both ShipBob and the merchant, ensuring visibility into performance, risks, and opportunities.
Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy.
Split time between ShipBob’s Fort Worth fulfillment center (50%) and remote work to balance on-site execution with strategic planning.
Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships.
Partner with Operations leaders on-site to track KPIs, implement process improvements, and resolve escalations quickly.
Oversee cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects.
Spur executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities.
Act as a liaison between merchants and fulfillment center leadership, translating merchant needs into operational action plans.
Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery across the portfolio.
Additional duties and responsibilities as necessary.