Operations Support Manager

As a member of theShip Bob Team , you will...

• Grow with an Ownership Mindset :
  
  We champion continuous learning and innovation.
  
  You'lltake on real problems,create tangible solutions, anddrive results that move the needlefor
  
  ShipBob,our merchants, and for your own professional growth.
  
  Ifyou'reready 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 tohigh standardsbecause 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 andclear about what that means: ourgoals are specific, accountability is shared, and every team member can see how their work connects toour mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

Location: 700 Gateway Dr, Bolingbrook IL 60440

Travel/onsite requirement: Ability to be on-site up to 90% of the time, including weekends, as necessary.

Shift: We are hiring for multiple shifts:

• 1st shift: 8:00am - 4:30pm, Monday
  - Friday
• 2nd shift: 4:00pm - 12:30am, Monday
  - Friday

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, and equipment set up. The Operations Support Manager will build solid partnerships with new SFN partner sites by understanding their unique needs and facilitating their success within Ship Bob’s dashboard and suite of fulfillment services.

This role reports to the Regional Director, Fulfillment Operations, who also serves as the backup for this role.

What you’ll do:

• You will be expected to spend ~90% of your time on-site.
• Help in site selections and potential SFN site partner vetting.
• 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 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 Ship Bob dashboard and services.
• Troubleshoot:
  Find and Course-Correct.
  • Own the relationship to handle all questions, requests, and issues related to onboarding at Ship Bob as a SFN partner site.
• Adoption:
  Inspire SFN partner use of Key Ship Bob Features and Tools/Dashboard.
  • Bridge Shipbob SFN partner objectives with Ship Bob 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.
  • 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.
• Travel to sites and…