Principal Operations Support Manager

As a member of the ShipBob Team, you will...

Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.

representative at a partner-operated fulfillment site and is the primary ShipBob owner of service-level performance for the Merchant. This is a hands-on, high-accountability role that sits close to the details

About ShipBob, Inc.

At ShipBob, 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 to high 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 and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

Responsibilities

• The
• Principal Operations Support Manager

ShipBob’s

• role owns outcomes from dock to door, including inbound, stow, pick, pack, and ship, labor and
• capacity planning, and site expansion execution.
• t educates, equips, and
• advises
• partner site leadership on
• ShipBob
• standard work, systems, and service-level expectations, and holds the site to agreed outcomes through data, influence, and clear escalation.
• reports into the
• ShipBob

SFN Operations

• organization.
• 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.
• 95%+ orders picked up by carrier within 2 days of ingestion.
• 98%+ received and confirmed within 1 business day.
• 100 UPH baseline through pick and pack.
• 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.
• Act as the primary onsite ShipBob 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 ShipBob standard work, WMS usage, and merchant-specific processes, metrics, and performance goals.
• Build SOPs, job aids, and training materials, and audit adherence to ShipBob 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 ShipBob 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, and VAS performance against plan and SLAs. Flag discrepancies, backlog, and risks to on-time execution early.
• Monitor compliance with Merchant packing guides, order instructions, and flag gaps for correction.
• Coordinate with transportation team to ensure pickups occur within the designated shipping window, and escalate missed pickups or no-shows for timely rescheduling.
• Coordinate with labor team and escalate hiring constraints early.
• Maintain consistent communication with Merchant Success and Powered By teams through scheduled operational meetings and weekly and quarterly business reviews covering performance, exceptions, and risks.
• Support WMS and tooling issues, create, monitor, and resolve Jira tickets.
• Mentor and guide ShipBob’s on-site team members.
• Other duties/responsibilities as necessary.

Requirements

• 95%+ stowed within 3 business days.
• Below 3%.
• 7+ years of experience in warehouse, fulfillment, or logistics operations, including time in a senior or multi-function role.
• Deep knowledge of fulfillment performance and quality metrics (SLA, UPH, defect, shrink) and experience managing against contractual service levels.
• Experience with B2B and/or D2C Ecomm fulfillment operations, retailer compliance requirements, and routing guide adherence.
• Expert-level proficiency with WMS platforms and operational reporting tools.
• Experience developing and implementing SOPs and training others on standard work, ideally in a 3PL, partner, or multi-site environment.
• Excellent written and verbal communication skills, including the ability to influence senior partner leaders.
• Strong problem-solving skills and ability to make real-time operational decisions and quarterback in a fast-paced, demanding environment.

Pay

• ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach.
• The full base pay range for this position in our compensation architecture is $

112,817

188,029. In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Comp any’s policies.

Benefits

• Wellness Days (1 day/quarter)
• 401K Match
• See Our High-Performing Culture >>>

Location

21705 W Mississippi St, Elwood, IL 60421

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You

Building the world’s leading full-stack fulfillment pl