Operations Support Manager

At Ship Bob, we empower our teams to champion continuous learning and innovation, taking on real problems to create tangible solutions and drive results that benefit our merchants, customers, and your professional growth.

• Grow with an Ownership Mindset: We champion continuous learning and innovation. You’ll tackle real problems, create tangible solutions, and drive results that move the needle for Ship Bob, our merchants, and your own professional growth.
• Collaborate with Peers and Leaders: Leaders are accessible; feedback flows in both directions, and everyone, regardless of seniority or role, steps up to help. We hold each other to high standards because we trust each other to meet them.
• 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 sees how their work connects to our mission.

Must be located within a 1 hour drive of our Bolingbrook, IL location. You will be expected to spend approximately 90% of your time on‑site at a partner location or the Ship Bob Innovation Center, which may include weekends.

You will be responsible for the development and support of our partner fulfillment centers to ensure they meet the performance standards we’ve established. This role involves overseeing new startup functions, including project management, systems training, and equipment setup, building solid partnerships with new SFN partner sites, and facilitating their success within Ship Bob’s dashboard and suite of fulfillment services.

• Help in site selection and potential SFN site partner vetting.
• Consultation:
  Understand SFN partner needs and adapt launch plans to ensure successful partner integration and launch.
  • Serve as the first point of contact and own the 60‑90‑day implementation phase, maintaining status 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 during Phase I and Phase II 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 an SFN partner site.
• Adoption:
  Inspire SFN partner use of key Ship Bob features, tools, and dashboard.
  • Bridge SFN partner objectives with Ship Bob capabilities to push use of key functions and features of operational WMS and SOPs.
• Perform:
  Achieve key performance indicators (KPIs) and service level agreements (SLAs).
  • Help SFN partners achieve all key metrics that foster a world‑class merchant experience.
  • Ensure all necessary tasks during the implementation phase are completed to launch the SFN site successfully.
• Ensure operational training is delivered according to schedules and standard 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 for improvement and collaborate with local leaders to develop corrective actions.
• Proactively identify and manage process‑improvement initiatives that improve merchant experience.
• Travel to sites for operational audits, performance tracking, and site implementations as required.
• Ensure IB, UROS, WROS, and other activity metrics are maintained within SLA.
• Update Jira tickets as needed.
• Assist sites with Cubiscan and related resources.
• Ensure returns are processed according to company SOPs.
• Ensure VAS activities are completed within agreed SLAs with communication to the Control Tower.
• Help call out issues when orders are close to SLA and expedite Merchant Care callouts.
• Technical support: manage cluster cart restocks, open IPS tickets,…