Principal 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 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 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: 21705 W Mississippi St, Elwood, IL 60421

Role

Description:

The Principal Operations Support Manager serves as Ship Bob’s most senior representative at a partner-operated fulfillment site and is the primary Ship Bob owner of service-level performance for the Merchant. This is a hands-on, high-accountability role that sits close to the details . This role owns outcomes from dock to door, including inbound, stow, pick, pack, and ship, labor and capacity planning, and site expansion execution.

I t educates, equips, and advises partner site leadership on Ship Bob standard work, systems, and service-level expectations, and holds the site to agreed outcomes through data, influence, and clear escalation. This role reports into the Ship Bob SFN Operations organization.

Required Performance Standards:

This role is accountable for monitoring the following standards daily, reporting them accurately, identifying gaps early, and driving corrective action and escalation through partner leadership.

• Outbound SLA: 95%+ orders picked up by carrier within 2 days of ingestion.
• Inbound receipt: 98%+ received and confirmed within 1 business day.
• Inbound stow: 95%+ stowed within 3 business days.
• Productivity: 100 UPH baseline through pick and pack.

How This Role Works With Our Partners:

• Works through the partner’s designated leaders, raising requests, improving standards, and mitigating concerns with them.
• Quarterbacks solutions on the floor to drive successful execution every day.

What you’ll do:

• Act as the primary onsite Ship Bob POC for all operational inquiries.
• Own daily visibility of outbound and inbound SLAs, order defects, shrink, UPH, and exceptions against the required standards. Identify gaps early, bring data and recommended actions to partner leadership, and track corrective actions to closure.
• Educate and equip partner site leadership on Ship Bob standard work, WMS usage, and merchant-specific processes, metrics, and performance goals.
• Build SOPs, job aids, and training materials, and audit adherence to Ship Bob standards. Share findings with partner leadership.
• Coach partner site leaders on escalation paths and root-cause problem solving so issues surface early and are resolved at the right level.
• Lead operational quality incident investigations in coordination with partner leadership and Ship Bob operations leadership. Provide written reports including Root Cause Analysis, Corrective Actions, and Preventative Measures, and trace recurring issues to process or training gaps and track improvements with the partner.
• Monitor inventory activity (inbound, outbound, returns, etc) and order flow through picking, packing, staging, and shipping . Track B2B fulfillment, kitting,…