Operations Support Manager

About the Role

As a member of Ship Bob Team, you will help build the future of Ship Bob by championing continuous learning, proactive innovation, and creating high-performance culture where everyone contributes to our mission.

This role is based primarily at our Manchester Fulfilment Centre (~90%), with occasional travel within the UK and EU region as required.

• Supporting our 3PLs:
  • Training:
    Coach 3PL partners to success defined by metrics on Ship Bob Scorecard. Set up tailored training sessions. Reinforce training materials on an ongoing basis.
  • Troubleshoot:
    Handle questions, requests, and issues related to onboarding pt 3PL partner use of key features and tools. Bridge 3PL objectives with Ship Bob capabilities. Close internal tickets with root cause analysis.
  • Support the execution of Best-in-Class operations:
    Ensure timely inbound operations, provide visual feedback to merchants, complete VAS operations accurately, coordinate with freight partners, develop scalable kitting solutions, support CI initiatives, and coordinate internal resources.
• Supporting our Merchants:
  • Deliver KPIs and SLAs with 3PL partners. Work with Merchant Experience Specialists to analyze dashboard data. Manage onboarding and training for international markets. Review space utilization and consolidate inventory. Resolve urgent escalations with merchant focus.
• Supporting our Internal Customers:
  • Support Control Tower queries, resolve escalations, maintain ticketing trends via root cause investigations, attend business review calls, daily stand‑up ownership, provide weekly reporting, and support the National Ops Manager.
• Comply with all food safety and compliance policies.
• Additional duties and responsibilities as necessary.

• Demonstrated ability to build solid relationships and get business done.
• Patience and resilience to teach 3PL partners SOPs, tools, and WMS systems.
• Enjoyment of standardized processes with a curious mind and continuous improvement mindset.
• Minimum 4-7 years of operations or e‑commerce fulfillment experience in fast‑paced environments.
• Advanced understanding of inbound or outbound fulfillment operations.
• Ability to be on-site up to 90% of the time, including weekends and nights, if necessary.
• Assess partner site needs and deliver solutions while connecting partners to Ship Bob resources.
• Intermediate skills with Microsoft Office (Excel).
• Must have access to a vehicle for travel needs between locations.

• Medical and Wellness Benefits
• Life Assurance
• Income Protection
• Pension Scheme

Ship Bob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid‑Market e‑commerce merchants. Ship Bob offers a full‑service solution and a hybrid model across the United States, Canada, United Kingdom, Europe, and Australia.

Ship Bob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, and compensation and training.

There is no Final date to receive applications for this position, as Ship Bob accepts applications on an ongoing basis.