Revenue Operations Manager @ ShipMonk

Ship Monk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, Ship Monk helps e-commerce companies stress less and grow more.

Headquartered in Fort Lauderdale, FL, Ship Monk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.

Merchant-first. People Make Ship Monk. Own It. Get Sh
* t Done. Change the Score.

Ship Monk seeks a strategic, process-oriented Revenue Operations Manager to support our Merchant Success and Customer Experience teams. This person will play a critical role in optimizing post-sale operations, enabling customer-facing teams with the systems, data, and processes they need to drive retention, expansion, and satisfaction. This role will be embedded in day-to-day team workflows while maintaining a Rev Ops lens across people, process, and platform.

The ideal candidate is Salesforce-certified, deeply analytical, and comfortable leading cross‑functional initiatives that improve efficiency and visibility.

• 3–5+ years of Revenue Operations, Customer Success Operations, or related experience
• Salesforce Administrator certification (required); additional Salesforce certifications a plus
• Proven experience managing telephony solutions and post‑sale GTM tools (e.g., Zendesk, Churn Zero, Gainsight, Intercom)
• Advanced Excel/Sheets skills; proficiency with BI tools (e.g., Looker, Tableau, or similar)
• Excellent project management, stakeholder communication, and documentation skills
• A continuous improvement mindset — always seeking ways to streamline, simplify, and scale
• Bachelor's Degree required. Degrees in Business, Marketing, Finance, or another related field. MBA or other higher-level education degrees are ideal.

• Systems & Tools Management
  • Own and manage Salesforce setup for MS and CX teams, including page layouts, custom objects, fields, flows, validation rules, and processes.
  • Administer various call and communication platforms (e.g., Dialpad, Aircall, Gong, Zendesk, Intercom).
  • Identify opportunities to improve workflows and automate repetitive tasks across tools.
  • Serve as primary liaison between Rev Ops, IT, and Customer teams on tooling needs.
• Process Design & Optimization
  • Build, document, and maintain key post‑sale processes (e.g., renewal workflows, upsell motions, CSAT/NPS follow-up, support routing).
  • Partner with Customer Experience leadership to continuously refine customer journey operations.
  • Create scalable processes that support company growth and improve team efficiency.
• Reporting & Analytics
  • Build and maintain dashboards for customer retention, expansion, onboarding progress, and support metrics.
  • Ensure data hygiene and process compliance across systems.
  • Provide recurring performance analysis and insights to department leaders.
• Cross‑Functional Collaboration
  • Work with GTM leadership (Sales, Marketing, AM, CX) to align on strategy and enablement.
  • Partner with Finance on revenue recognition and forecasting from existing customers.
  • Support internal training and change management on systems and processes.

Apply for this job and hear back from the hiring manager in under 48 hours!