Manager, 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 

Role Description:

We are looking for a dedicated Manager for Merchant OPS. You will be responsible for managing a team of vertical leaders, analysts as well as a support team during a specified shift time, fostering a positive work environment, ensuring customer satisfaction and proper team operation. You will have a hands-on approach and be committed to the expansion & success of the business by implementing strategies that increase productivity and enable the company to hit Service Level Agreements, specific vertical KPI’s, create SOPs, training documents, maintaining attendance records, delivering weekly feedback on 1/1s, quarterly KPIs, performance review, etc. This role reports to the Senior Manager, Control Tower, who also serves as the backup for this role.  

What you’ll do:

Team Management and Strategy  

• Motivate the team to meet organizational goals, daily targets, and performance metrics while fostering a positive, collaborative work environment, including bi-weekly report-outs to your senior manager on team health and attendance. 
• Manage team attendance, workload distribution, and coverage planning for holidays and unplanned absences to ensure consistent service quality for operations and merchants. 
• Strengthen team capability through clear goal setting, skill development support, and creation of growth opportunities tracked in Lattice and career paths for direct reports. 
• Conduct bi-weekly 1:1s to encourage open communication, inclusion, and ongoing feedback. 

Team Metrics and performance

• Management of a remote team of analysts and support staff overseeing multiple operational verticals, including Outbound (B2C), Inbound, B2B/VAS operations, and Fulfillment Center (FC) support across the network. 
• Develop and implement data‑driven action plans aligned to workload, volume trends, and automation opportunities to reduce manual work. 
• Maintain accurate and up‑to‑date team records for all direct reports. 
• Follow up on daily operational cadence for the analysts and adhere to a very strict timeline of actionable events including breached order analysis, root cause identifications and resolution of process breakdown, etc. 
• Prepare and deliver timely, clear, and data-backed communications to senior leadership and network stakeholders on operational updates, critical events, and Business Continuity and Disaster Recovery (BCDR)–related processes.  
• Partner closely with cross-functional internal teams and external partners to manage SLAs, handle merchant escalations, and ensure seamless issue resolution. 
• Manage performance KPIs for each team member for both weekly and quarterly setting quarterly goals for all specific vertical teams’ success and in line with process improvement. 
• Owning and managing the backlog for all verticals, both physical and systematic dwell for IB, D2C, B2B+VAS, returns, Invoicing all areas. Also maintaining the daily cleanliness and accuracy checks for Power BI reports. 
• Leverage data-driven reporting and analysis to identify systemic process gaps, recurring issues, and failure points across operational verticals including dwells for all the verticals and drive corrective actions.  
• Share knowledge with other teams, partner sites and leadership on effective practices, competitive intelligence, business opportunities, and needs. 
• Collaborate with other shift managers within the CT team to ensure accurate data handoffs during shift transitions and effective communication of open issues, risks, and ongoing events. 
• Produce and distribute daily performance reports to CT Senior Management, highlighting task execution, gaps, misses, and corrective actions. 
• Perform additional duties and responsibilities as required to support operational excellence and organizational objectives. 

What you’ll bring to the table:

• 4+ years of leadership experience 
• Total 2-3 years of operational knowledge in E-commerce or warehousing.   
• Degree in Business, Operations, Supply Chain, General Management or a related field, preferred 
• Excellent verbal, written, and interpersonal communication skills. Fluent in the English language. 
• Familiarity with interactive learning activities. 
• Excellent communication and presentation skills. 
• Must be proficient with word processing (MS Word), spreadsheet (Excel), and presentation (PowerPoint) software programs. 
• Solid organizational skills to give the team direction. 

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.