Role Description

The role is an individual contributor responsible for developing and supporting our partner fulfillment centers to ensure they are all performing to the necessary standards.

This role will oversee new startup functions including project management, systems training, and equipment setup. The Operations Support Manager will build solid partnerships with new and existing 3PL partner sites by understanding their unique needs and facilitating their success within ShipBob’s dashboard and suite of fulfillment services. This role reports to the Senior Operations Support Manager.

What You Will Do

Support Our 3PLs

Training: Coach and guide partners

• Set up tailored training sessions based on merchant needs and dashboard functionality
• Reinforce training materials from Phase I and Phase II for seamless system adoption

Troubleshoot: Find and course-correct

• Handle onboarding-related questions, requests, and issues
• Drive adoption of ShipBob tools and dashboard features
• Bridge 3PL objectives with ShipBob capabilities
• Ensure quality resolution of internal tickets with root cause analysis

Execute Best-in-Class Operations

• Ensure timely and accurate inbound operations
• Provide clear feedback to merchants on expectation misalignment
• Ensure accurate execution of Value Added Services (VAS)
• Coordinate transport with freight partners
• Support scalable kitting solutions
• Drive continuous improvement (CI) initiatives
• Liaise with internal stakeholders for coordination

Supporting our Merchants

Performance & KPIs

• Help 3PL partners meet SLAs and KPIs
• Analyze Merchant Care Dashboard trends with MES
• Drive improvement plans with escalation when needed

Onboarding & Experience

• Partner with Merchant Implementation & Support teams
• Ensure smooth onboarding for international expansion
• Align 3PLs with merchant pick/pack requirements

Operational Optimization

• Weekly space utilization reviews
• Reduce costs via inventory consolidation
• Resolve escalations and communicate outcomes effectively

Supporting Internal Teams

• Assist Control Tower with operational queries and escalations
• Work with Merchant Care & ICQA for ticket resolution (Jira)
• Attend Weekly Business Reviews with 3PL partners
• Participate in daily stand-ups and close action items
• Provide weekly reporting to commercial teams
• Support National Ops Manager and succession readiness

Compliance

• Adhere to all food safety and regulatory policies
• Take on additional responsibilities as needed

What You Will Bring

• Strong relationship-building and execution skills
• Patience and ability to train 3PL partners effectively
• Continuous Improvement (CI) mindset
• 4–7 years of experience in operations, e-commerce fulfillment, or fast-paced environments
• Strong understanding of inbound or outbound fulfillment
• Ability to assess partner needs and deliver solutions
• Intermediate Microsoft Office skills (especially Excel)
• Access to a vehicle for travel

Location & Travel

This role will work upwards of 80% of their time out of our site in Heywood, with occasional travel to other current or future sites across the UK.

About You

The work at ShipBob is challenging and rigorous, making it best suited for high performers who thrive in dynamic, results-driven environments. We value individuals who embrace accountability and humility, consistently push boundaries to solve complex problems, and take ownership of their work while actively contributing to team and organizational success.

About Us

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and mid-market eCommerce merchants. The company offers outsourced, in-house, and hybrid fulfillment solutions, operating across the United States, Canada, Mexico, the United Kingdom, Europe, and Australia. Backed by investors such as Menlo Ventures, Bain Capital Ventures, and SoftBank Vision Fund 2, ShipBob is headquartered in Chicago.

As a member of the ShipBob team, you will:

• Grow with an Ownership Mindset: We champion continuous learning and proactive innovation, encouraging team members to take ownership, solve complex problems, and help build the future of ShipBob.
• Collaborate with Peers and Leaders: We foster a collaborative environment built on trust, transparency, and mutual respect, where everyone is committed to supporting each other’s success.
• Experience a High-Performance Culture: We operate in a goal-driven environment where success is measurable, and every team member understands their impact and accountability.

Perks & Benefits

• Car Allowance
• Medical and wellness benefits
• Life assurance
• Income protection
• Pension scheme
• High-performance culture (Instagram: @lifeatshipbob)

*ShipBob is an equal opportunity employer and prohibits discrimination and harassment of any kind. We welcome applicants from all backgrounds — if your experience is close to what's listed here, we strongly encourage you to apply. Diversity of experience and skills combined with passion is a key to innovation and excellence at ShipBob.*