Manager, Merchant Success Operations

As a member of the ShipBob Team, you will... 

• Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
• Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
• Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: Remote in India 

Role Description: 

The Manager, Success Operations will be part of ShipBob’s Supply Chain Innovation team responsible for understanding the unique strategic needs of each of our B2B merchants and delivering massive value to help facilitate their growth and success. They will be responsible for the success and growth of ShipBob’s retail B2B program. This role will manage and develop a team of Success Operations Associates, Success Operations Specialists tasked with fulfillment of retailer purchase orders and completion of all associated tasks, in accordance to the guidelines of a retailer. The Manager, Success Operations and the team will influence merchant retention and expansion programs across our growing base of customers. The ideal candidate will have a successful track record in full lifecycle success management, with an emphasis on steering engagement, adoption, and advocacy. They will perform live-call coaching, handle escalations, drive team member growth and development, and champion the customer experience.

The role expectations include building and managing strong partnerships with merchants through white-glove support and also ensure performance standards are met and exceeded. The role also requires you to work in collaboration with Product, Operations, Implementation, Supply Chain Innovation and the Merchant Success teams. This role reports to Director, Fulfillment Operations.

What you’ll do: 

• Directly manage a team of Success Operations Associates and be responsible for driving merchant growth, retention, and satisfaction in the B2B business. 
• Coach the team to create exceptional experiences that drive value and ROI for ShipBob’s customers. 
• Set clear goals and expectations and dedicate yourself to helping the SOAs hit them. 
• Hold regular 1:1’s to develop strategies to ensure successful OTIF achievement. 
• Personally manage escalations for your direct reports and coach SOAs. 
• Collaborate with Supply Chain Innovation and Merchant Success teams on retailer chargeback-related escalations. 
• Develop a deep understanding of ShipBob’s products, our industry and how our solutions deliver value and ROI for customers. 
• Build strong relationships with Merchant Experience teams, Product and Operations to ensure a positive business impact. 
• Additional duties and responsibilities as necessary. 
• Identifying daily task requirements to make the process more efficient and provide required tools.

What you’ll bring to the table: 

• A minimum of 6+ years of experience in operations/ customer success roles with at least 3 years in to People Management. Experience in logistics, account management or customer success roles is a plus. 
• Knowledge and understanding of communication best practices, tools, and techniques for a wide variety of purposes and audiences. 
• Familiarity with inventory and order management and shipping processes is a plus. 
• Excellent and effective communication and negotiation skills, with the ability to communicate effectively with senior management and other departments. 
• Ability to effectively organize and manage multiple team/company initiatives and encourage coworkers to do the same. 
• Proficient with Microsoft Office 365, Google Suite. Knowledge of SalesForce, Tableau, Microsoft PowerBI and Microsoft SSMS is a plus. 
• Solid understanding of business goals and standards for customer service. 

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: 

The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain. 

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, Mexico, 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. 

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.