Director, Control Tower

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 

Shift Hours: 7:30 PM IST- 4:30 AM IST 

Role Description:

As the Director, Control Tower, you will be responsible for the management and leadership of our Merchant Operations Department in India which provides support to our growing merchant base globally as well as our internal Operations teams. The role is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of exceptional merchant experience. With partnership from numerous Operations partners, you will own the effectiveness of processes, tools, and reporting required to operate and scale all relevant merchant care activities. 

Examples of support this team provides includes merchant outreaches on email, chat and (potentially) phone regarding topics such as (but not limited to) order status, inventory status, technology/product help questions, tracking questions and others. This role reports to Sr Director, Control Tower.

What you’ll do:

• Start with Merchant Experience and implement continuous improvement initiatives to improve merchants’ experience with ShipBob. 
• Advise and implement the vision and strategy for the Merchant Ops function in achievement of company goals in partnership with Control Tower stakeholders in the US. 
• Deliver defined Objectives and Key Results (OKRs) and performance measures against company goals with a hands-on approach to understand gaps and run continuous improvement efforts. 
• Develop a successful team of Leads & Specialists in a growth environment including developing the team for future changes, managing the team's change resilience, and minimizing performance impacts associated with change. 
• Work with Finance and be accountable for the maintenance of and adherence to a Merchant Care headcount plan, budget, and cost mitigation and/or investment initiatives. 
• Guide employee engagement and an inspiring culture ensuring effective performance management, mentoring, and development and crafting an environment where people can excel through accountability, support, and empowerment. 
• Demonstrate a data driven approach to supervising the function, including establishing effective critical metrics, key performance indicators, and other leading/lagging indicators which provide insight into the efficiency of the function and changes in risk profile. 
• Consistently improve the merchant experience across our key channels and products by advocating for the voice of the merchant across internal partners, ensuring that resources are invested in improving merchant satisfaction and enabling scale. 
• Use excellent presentation and interpersonal skills to report findings and recommendations to operations stakeholders. 
• Identify and implement groundbreaking changes to generate efficiencies and deliver better merchant experiences while ensuring the teams adheres to regulatory and compliance requirements. 
• Keep ahead of industry developments in the region and apply standard methodologies to areas of improvement. 
• Additional duties and responsibilities as necessary. 

What success looks like in your first 12 months:

• Established a successful beginning to end hiring, training, and onboarding process in that is clearly defined and documented, driving results for all new employees to meet and exceed established merchant impacting KPIs prior to completion of their first 3 months with ShipBob. 
• Developed cross-functional relationships with Supply Chain team, Center of Excellence, People Ops etc. partners to run functional improvements in process and results using all relevant data sources to drive an improved merchant experience. 
• Built and implemented a strong governance model for the team with a very hands-on approach and in alignment with all MO leaders and people ops partners to ensure adherence and compliance to all established policies and procedures to deliver the best possible experience to our merchants.    
• Construct an ongoing process to directly connect with merchants for feedback on support gaps and devise improvement plans within MO leadership and cross functionally to increase Csat and NPS scores for all merchants. 

What you’ll bring to the table:

• Overall 10+ years of experience. Minimum 5 years of experience in operations people management and a BPO/CS organizations at scale. 
• Experience scaling and building operational teams, including people, processes, and programs. 
• A solid leader, doer, motivator, and decision-maker with consistent track record working efficiently with people at all levels. 
• Managing Ecomm customer operations for small and medium enterprises in US/EU (preferred). 
• Results focused, forward thinking approach with ability to problem-solving complex issues to deliver shared goals and outcomes across internal and external teams. 
• Able to develop and optimally articulate a vision & strategy as well as communicate strategic direction. 
• Ability to interpret qualitative and quantitative data to formulate concrete insights and compile information in a structured, logical manner. 

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) 

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.