Senior Operations Support Manager

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: Kettering, UK (LTN1) or nearby areas (Birmingham, Corby, Rugby, Lutterworth, Northampton). You will be expected to spend ~80% of your time on-site at partner locations.

Role Description You will be responsible for the development and support of our partner fulfillment centers to ensure they are all performing to the standards that we have developed. This role will oversee new startup functions including project management, systems training, process optimization and equipment set up. The Senior Operations Support Manager will build solid partnerships with new SFN partner sites by understanding their unique needs and facilitating their success within ShipBob’s dashboard and suite of fulfillment services. This role reports to the Regional Director, Fulfillment Ops, UK/EU, who also serves as the backup for this role.

What You’ll Do

• You will be expected to spend ~80% of your time on-site at a partner location.
• Help in site selections and potential SFN site partner vetting in conjunction with the ShipBob sourcing team.
• Consultation: 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, in conjunction with the local ShipBob OSM during implementation phase and maintain status of first point of contact post-launch.

• Configuration: 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.

• Training: Coach and Guide SFN partner to Success.

• 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.

• Troubleshoot: Find and Course-Correct.

• Own the relationship to handle all questions, requests, and issues related to onboarding at ShipBob as a SFN partner site.

• Adoption: Inspire SFN partner use of Key ShipBob Features and Tools/Dashboard.

• Bridge Shipbob SFN partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOP’s.

• Perform: Nail Key Performance Indicators (KPIs).

• SLAs: Help SFN partners achieve all key metrics (KPIs and SLAs) which foster a world class merchant experience, in conjunction with the appointed site OSM.
• On-Task: 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.
• Own and lead all site improvement projects with a Continuous Improvement mindset; optimising storage solutions, picking walks, pack-out processes, etc.
• Seek opportunities to optimise network design around right merchant / right location and best fit operations to suit partner and merchant needs.
• Ensure suitable forward-looking capacity across UK and EU sites by reflecting forecast and sales pipeline with the existing network footprint.
• Additional duties and responsibilities as necessary.

What You’ll Bring To The Table

• 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 deliver solutions to meet those needs and connecting partners to proper resources.
• Excellent interpersonal skills to effectively build consensus, gain buy-in and persuade stakeholders on key decisions.

• 5+ 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 create and read CAD drawings to review building layouts preferred.
• Ability to be on-site up to 80% of the time, including weekends, as necessary.
• Must have access to a vehicle for travel needs between locations.

Perks & Benefits

• Medical and Wellness Benefits
• Life Assurance
• Income Protection
• Pension Scheme
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.

*ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.* There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis .