Senior Success Operations Associate

As a member of the Ship Bob Team, you will...

Grow with an Ownership Mindset:
We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for Ship Bob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.

Collaborate with Peers and Leaders Alike:
At Ship Bob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.

Experience a High-Performance Culture and Clear

Purpose:

We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

Location:

Remote - India

The Senior Success Operations Associate (Sr. SOA) will join Ship Bob’s Supply Chain Innovation team responsible for understanding the unique strategic needs of each of our B2B merchants and delivering massive value to help facilitate their growth and success. The Sr SOA will work together with the Operations and Supply Chain Innovation teams to support Ship Bob’s B2B merchants. They will build and manage sound partnerships by working in concert with Merchant Success Associates (MSA) and Senior Merchant Success Associates (Sr.

MSA) The role expectations include building and managing strong partnerships with merchants through white-glove support and also ensure performance standards are met and exceeded. The role also requires you to work in collaboration with Product, Operations, Implementation, Supply Chain Innovation and the Merchant Success teams. This role reports to the Manager, Merchant Success Operations. The backup for this role is the Manager, Merchant Success Operations.

• Act as a point of contact for MSAs, Merchant Success Managers for all things B2B
• Meet with MSAs, Merchant Success Managers to communicate prioritization of work, risks, and facilitate resolution on issues affecting their performance
• Coordinate shipments by communicating with operations, transportation companies/brokers to ensure timely load pickups of purchase orders from the Ship Bob fulfillment centers
• Create and accurately maintain merchant-facing purchase order trackers that reflects the PO status at all times
• Escalate urgent issues timely, keeping positive merchant experience at the center of all such decisions
• Review and create bills of lading, manufacturer packing slips, shipping labels, carton & pallet labels
• Arrange dock appointments for outbound shipments
• Supervise and coordinate shipping of outbound orders, ensuring accuracy and timeliness with both product and paperwork
• Submit error-free shipment notices to the retailers in the retailer-defined format
• Follow SOPs for retailer routing processes and management of retailer TMS (transport management system) and ensure timely routing as per guidelines
• Collaborate with on-site leads/OSSes to ensure SLAs are met and orders are shipped in line with the retailer shipping windows.
• Build strong relationships with Implementation teams, product and operations to ensure a positive business impact.
• This role includes responsibility for ensuring products are handled, stored, and distributed in a manner that maintains their safety, quality, and legality. Team members are expected to follow all standard operating procedures, report any concerns related to product…