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As a member of the ShipBob Team, you will...
Overview
The role is an individual contributor responsible for developing and supporting our partner fulfillment centers to ensure they perform to the necessary standards. This role will oversee new startup functions including project management, systems training, and equipment setup. The Operations Support Manager will build solid partnerships with new, and existing, 3PL 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 Senior Operations Support Manager who also serves as the backup for this role.
What You Will Do
Supporting our 3PLs:
* Training: Coach and guide our 3PL partners to success defined by our metrics on the ShipBob Scorecard.
* Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality.
* Reinforce training materials on an ongoing basis 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
* Support the relationship to handle questions, requests, and issues related to onboarding at ShipBob as a 3PL partner site.
Adoption: Inspire 3PL partner use of Key ShipBob Features and Tools/Dashboard
* Bridge ShipBob 3PL partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOPs.
* Work with the 3PLs to ensure quality closure of internal tickets (proper root cause analysis and resolution).
Supporting the execution of Best-in-Class operations
* Timely and accurate Inbound Operations that support fulfilment operations to commence accurately.
* Provide accurate, visual, and detailed feedback to our merchants in case of expectations misalignment, through our support team.
* Value Added Service (VAS) Operations are completed accurately by the 3PL and queries to requirements are resolved quickly.
* Work with Freight partners to organize transport where coordination is required.
* Support the development of efficient and scalable kitting solutions as the sites and demand for solutions grow.
* Support the 3PL partners on CI and efficiency initiatives.
* Coordinate with ShipBob internal stakeholders to allocate resources and support 3PLs.
Supporting our Merchants
* Perform: Nail Key Performance Indicators (KPIs).
* SLAs: Help 3PL partners achieve all key metrics (KPIs and SLAs) which foster a world class merchant experience.
* Work with Merchant Experience Specialists (MES) to understand the Merchant Care Dashboard statistics and trends. Collaborate with the 3PL on improvement plans and escalate as needed.
* Work closely with Merchant Implementation Managers and Merchant Support Managers to ensure merchants onboarding/expanding into international locations receive an exceptional onboarding experience with focused action plans in their first 90 days, regular touch points, and ensuring 3PLs understand pick/pack requirements.
* Weekly review of space utilization and opportunities to consolidate inventory IDs to reduce costs for the merchant, in collaboration with the 3PL.
* Resolve urgent escalations or out-of-SLA requests with the merchant in mind, and communicate outcomes to ShipBob and 3PL stakeholders.
Supporting our Internal Customers
* Support the operational Support Team (Control Tower) with timely responses to operational queries, resolving escalations, and providing status updates.
* Collaborate with Merchant Care and Inventory Control Quality Assurance (ICQA) to ensure internal tickets are responded to and trends resolved through root cause investigations.
* Attend Weekly Business Review calls with 3PL partners and support follow-up actions.
* Attend daily stand-up calls with internal teams and close action items.
* Provide weekly reporting and visibility to the local commercial team.
* Support the National Ops Manager and be prepared to be a successor for this role.
* Comply with all food safety and compliance policies and regulations.
* Additional duties as necessary.
What You Will Bring To The Table
* Demonstrated ability to build solid relationships and get business done.
* Patience/Resilience: ability to teach and help 3PL partners adopt ShipBob SOPs, tools, and WMS systems.
* Enjoyment of standardized processes with a CI mindset.
* Minimum 4-7 years of operations, e-commerce fulfillment experience, or in a fast-paced environment with experience managing new teams.
* Advanced understanding of either outbound or inbound fulfillment operations.
* Ability to be on-site up to 90% of the time, including weekends and nights if necessary.
* Ability to assess partner site needs and deliver solutions across ShipBob resources.
* Intermediate skills with Microsoft Office tools (MS Excel).
* Must have access to a vehicle for travel between locations.
* 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 apply. Diversity of experience and skills with passion is valued.
About You
The work we do at ShipBob is challenging and rigorous. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value accountability, humility, and curiosity, and expect team members to tackle the complex problems we face in today’s global supply chain.
Learn more about our core values and performance 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. ShipBob offers a range of fulfillment solutions across a large network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by investors including Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2.
ShipBob provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type. This policy applies to all terms and conditions of employment.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Management and Supply Chain
Industries
* Transportation, Logistics, Supply Chain and Storage and Software Development
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