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.
- Collaborate with Peers and Leaders Alike: 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.
Location: Remote - India
Role Description:
The Manager, Merchant Ops Team is responsible for leading a team of Leads and Analysts focused on merchant support operations within Control Tower. This role drives team performance, service level adherence, quality outcomes, and operational excellence while ensuring timely resolution of merchant inquiries and escalations. The Manager partners cross-functionally to improve processes, enhance the merchant experience, and develop a high-performing team through coaching, accountability, and continuous improvement. This role reports to the Senior Manager, Control Tower, who also serves as the backup for this role.
Team Leadership & People Development
- Facilitate and develop a team of Merchant Operations stakeholders and Analysts, fostering a high-performance and accountable team culture.
- Conduct regular coaching sessions, performance reviews, and career development discussions for direct reports.
- Ensure bi-weekly 1:1s, clear goal setting, and documented development plans through Lattice.
- Drive employee engagement, team morale, and retention through continuous feedback and recognition programs.
- Manage workforce planning, attendance, shift coverage, and resource allocation to meet business requirements.
Operational Excellence & Performance Management
- Own overall Merchant Ops performance against established KPIs, SLAs, quality standards, and productivity targets.
- Monitor ticket queues and case volumes across Jira, Salesforce, and other operational systems to ensure timely resolution and workload balancing.
- Ensure adherence to documented SOPs, Confluence standards, and operational processes.
- Conduct regular audits to identify process gaps, compliance risks, and execution inconsistencies.
- Develop and execute action plans to improve service quality, operational efficiency, and merchant experience.
Escalation & Stakeholder Management
- Serve as the primary escalation point for complex merchant, operational, and cross-functional support issues.
- Partner closely with Fulfillment Centers, Operations, Product, Engineering, Merchant Success, and other internal stakeholders to drive issue resolution.
- Communicate operational risks, trends, and performance updates to Control Tower stakeholders in a timely manner.
- Ensure smooth handoffs, knowledge sharing, and coordination across shifts and partner teams.
Reporting, Analytics & Continuous Improvement
- Leverage operational data, performance dashboards, and trend analysis to identify business opportunities and process enhancements.
- Own daily, weekly, and monthly reporting for stakeholders reviews.
- Drive automation, workflow improvements, and standardization initiatives to reduce manual effort and increase operational effectiveness.
- Facilitate root cause analysis efforts and execute corrective action plans for recurring operational challenges.
- Support special projects, organizational initiatives, and business continuity activities as required.
Additional Responsibilities
- Perform other duties as required to support team and organizational objectives.
What you’ll bring to the table:
- 6+ years of experience in Operations, Merchant Support, Customer Support, Control Tower, Logistics, or E-commerce environments.
- 3+ years of people management experience leading frontline teams, team leads, or operational support functions.
- Strong experience managing performance through KPIs, SLAs, quality frameworks, and operational scorecards.
- Deep understanding of ticket-based support environments, escalation management, queue management, and workforce planning.
- Experience in E-commerce fulfillment, warehousing, supply chain, merchant operations, or logistics operations preferred.
- Proven ability to coach, mentor, and develop high-performing teams in a fast-paced environment.
- Strong analytical skills with the ability to interpret operational data and drive actionable improvements.
- Excellent stakeholder management skills with the ability to influence and collaborate across multiple teams.
- Exceptional verbal and written communication skills with experience presenting operational insights to stakeholders.
- Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, Jira, Salesforce, and workflow management tools.
- Demonstrated ability to balance competing priorities while maintaining strong attention to detail and execution.
- Bachelor's degree in Business, Operations, Supply Chain, Management, or a related field preferred.
Perks & Benefits:
- Medical, Term & Accidental Insurance
- All Purpose Leave (casual & sick time): 12 days
- Earned Leave: 15 days
- Public Holiday: 12 days
- Generous Maternity & Paternity Leave
- Quarterly Wellness Day
- Work From Home Allowance
- See Our High-Performing Culture >>>Check us out on Instagram (@lifeatshipbob)
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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 platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.
Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).
About Us:
ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.
At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.
We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human.
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.
There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.
