Description
As a Principal Operations Support Manager at ShipBob, you will serve as the company's most senior representative at a partner-operated fulfillment site and be responsible for ensuring service-level performance for merchants.
Key responsibilities include:
- Monitoring and reporting on daily performance standards, including outbound SLA, inbound receipt, inbound stow, productivity, and order defect rate
- Educating and equipping partner site leadership on ShipBob standard work, WMS usage, and merchant-specific processes, metrics, and performance goals
- Building SOPs, job aids, and training materials, and auditing adherence to ShipBob standards
- Coaching partner site leaders on escalation paths and root-cause problem solving
- Leading operational quality incident investigations and providing written reports
- Maintaining consistent communication with Merchant Success and Powered By teams
- Supporting WMS and tooling issues and creating, monitoring, and resolving Jira tickets
Requirements:
- 7+ years of experience in warehouse, fulfillment, or logistics operations
- Deep knowledge of fulfillment performance and quality metrics
- Experience with B2B and/or D2C Ecomm fulfillment operations
- Expert-level proficiency with WMS platforms and operational reporting tools
- Excellent written and verbal communication skills
Perks and benefits:
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Flexible Time Off Program
- Paid Sick Leave
- Wellness Days (1 day/quarter)
- 401K Match
- Comprehensive Benefits Package