Operations Support Manager

Location Must be located within the Los Angeles area or within 1 hour drive of ShipBob's Moreno Valley Innovation Center (128010 Eucalyptus Ave, Moreno Valley, CA 92555). You will be expected to spend approximately 90% of your time on‑site at a partner location or ShipBob Innovation Center, which can include weekends as necessary. Role Overview You will be responsible for the development and support of our partner fulfillment centers, ensuring they meet the performance standards we have set. This includes overseeing new startup functions such as project management, systems training, and equipment setup. Responsibilities Help in site selections and potential SFN site partner vetting. Consultation: Serve as first point of contact and own the 60–90‑day implementation phase. Maintain contact with partners post‑launch. Configuration: Set up dashboards and services to meet partner goals. Handle site layout, equipment set‑up, and training of partner staff. Training: Conduct tailored training sessions for all stakeholders based on merchant needs. Reinforce training materials from Phase I and Phase II to encourage self‑service. Troubleshoot: Own the relationship needed to handle all onboarding questions and issues. Adoption: Encourage use of key ShipBob features and tools through the dashboard. Performance Management: Help partners achieve key KPIs and SLAs. Complete all tasks during the implementation phase to ensure successful launch. Operational training according to established schedules and SOPs. Partner with local center management to identify process gaps and create training plans. Review KPIs and performance reports to propose improvement actions. Identify and manage process improvement initiatives that enhance merchant experience. Travel to sites for operational audits and performance tracking. Assist with site implementations as required. Ensure all IB activity is compliant with SLAs and reporting requirements. Maintain Jira tickets and support CubiScan usage. Process returns in line with company SOPs. Complete VAS activities within agreed SLAs and communicate with Control Tower. Address order issues approaching SLA thresholds and expedite Merchant Care callouts. Handle tech‑related issues, including cluster cart restocks and IPS tickets. Monitor scanning SOP compliance (e.g., scan to Gaylord and Gaylord to dock). Prepare daily passdowns detailing callouts and progress. Comply with all food safety and compliance policies and regulations. Adopt additional duties as necessary. What You’ll Bring 3–5+ years of operations leadership experience in an e‑commerce fulfillment environment, managing 3PL relationships. Advanced understanding of outbound and inbound fulfillment operations. Ability to assess partner site needs and drive solutions. Strong interpersonal skills for building consensus and persuading stakeholders. 3+ years experience opening new building sites and setting up teams. Skill in teaching partners to adopt ShipBob SOPs, tools, and WMS systems. Intermediate Microsoft Office (Excel) skills. Capability to read and create CAD drawings for building layouts (preferred). Availability to work on‑site up to 90% of the time, including weekends. Access to a vehicle for travel between locations. Benefits & Compensation Medical, Dental, Vision, and Basic Life Insurance. Paid Maternity/Parental Leave Program. Paid Holidays & Flexible Time Off Program. Base salary range $80,000 – $85,000 (full range $71,749 – $116,663). Eligible for discretionary bonus plan based on company policies. EEO Statement ShipBob 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, compensation and training. #J-18808-Ljbffr Shipbob