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 tangiblesolutions, 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 areaccessible;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:This is hybrid role based out of our sites in Kettering

The role is an individual contributor responsible for developing and supporting our partner fulfillment centers to ensure they are all performing to the necessary standards. 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, and existing, 3PL 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 Senior Operations Support Manager who also serves as the backup for this role. This role reports to Regional Director, Fulfillment Ops.

• Supporting our 3PLs:
  • Training:
    Coach andguideour 3PL partners to success defined by our metrics on the Ship Bob Scorecard.
    • Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality.
    • Reinforce training materials, on an on-going basis, 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.
    • Support the relationship to handle questions, requests, and issues related to onboarding at Ship Bob as a 3PL partner site.
    • Adoption:
      Inspire 3PL partner use of Key Ship Bob Features and Tools/Dashboard.
    • Bridge Ship Bob 3PL partnerobjectiveswith Ship Bob capabilities to push use of key functions and features of operational WMS andSOP’s.
    • Work with the 3PLs to ensure quality closure of internal tickets (proper root cause analysis and resolution).
  • Supporting the execution ofBest-in-Class operations.
    • Timely and accurate
      
      Inbound Operations that supportfulfilmentoperations tocommenceaccurately.
    • Provide accurate,visual,and detailed feedback to our merchants, in case ofexpectationsmisalignment, through our support team.
    • Value Added Service (VAS) Operations are being completed accurately by the 3PLand queries to requirements are being quickly resolved.
    • Work with Freight partners toorganizetransport where coordination is required.
    • Support the development of efficient and scalable kitting solutions as the sites and demand for solutions grow.
    • Support the 3PL partners on CI and efficiency initiatives.
    • Lease with Ship Bob internal stakeholders to coordinate resources andsupport3PLs.
• Supporting our Merchants:
  • Perform:
    Nail Key Performance Indicators (KPIs).
    • SLAs:
      Help 3PL partners achieve all key metrics (KPIs and SLAs) which foster a world class merchant experience.
    • Work with the Merchant Experience Specialists (MES) to understand the Merchant Care Dashboard…