Director, Software Operations Center

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-with potential travel to global fulfillment centers.

Role Description: 

The Director of the Software Operations Center (SoC) will lead the establishment and ongoing management of a 24/7/365 tech support operation based in India. This role is pivotal in ensuring high-availability support for ShipBob's fulfillment centers, which operate around the clock. Drawing from best practices such as proactive monitoring, talent development pipelines, and integrated workflows with engineering teams—you will build a high-performing team comprising 2 Engineering Managers and six shifts of Technical Support Specialists (each with at least 4 individuals: Tech Support Specialists Levels 1-3 and a Tech Support Administrator). These roles will be highly technical, with a focus on resolving IPS (Incident, Problem, Service) tickets within committed SLAs, monitoring incidents and identifying root causes, while nurturing talent to transition into software development engineers. This initiative will backfill engineering roles in India, reduce disruptions to feature teams, and enhance overall operational resilience.

This role reports to Senior Director, Software Development.

What you’ll do: 

• Team Leadership and Development: Oversee the recruitment, onboarding, and management of a 24/7 team structure, including shift rotations to ensure full coverage. Foster a culture of continuous learning, mentoring Technical Support Specialists to grow into software engineering positions, inspired by Amazon's leadership principles and Microsoft's talent mobility programs.
• Operational Excellence: Design and implement processes for incident management, problem resolution, and service requests, aligning with best-in-class frameworks like ITIL and proactive monitoring tools used in AWS and Azure operations centers. Monitor KPIs such as resolution times, ticket volumes, and uptime to meet or exceed SLAs. Record categorize and automate where possible SOPs for resolutions
• Integration with Engineering and Business Teams: Collaborate with software development teams to hand off escalated issues, provide feedback loops for root cause analysis, and reduce ticket spikes that affect feature delivery. Establish ways of working, including joint on-call rotations and knowledge-sharing sessions, modeled after Microsoft's cross-functional ops-engineering partnerships.
• Strategic Planning and Scaling: Develop roadmaps for the SoC, including technology investments (e.g., monitoring tools, ticketing systems like those in Amazon's fulfillment IT support), budget management, and scaling the team as ShipBob grows. Ensure alignment with company goals for global fulfillment reliability.
• Risk Management and Compliance: Implement security best practices for ops centers, drawing from AWS and Microsoft guidelines, to safeguard ShipBob's systems. Conduct regular audits, drills, and improvements to handle spikes in IPS tickets and Incidents efficiently.
• Stakeholder Communication: Report on SoC performance to executive leadership, highlighting impacts on fulfillment operations and talent growth metrics. Build relationships with global teams to ensure seamless support across time zones
• Other duties/responsibilities as necessary.

What you’ll bring to the table:

Required Qualifications: 

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• 10+ years of experience in technical operations, support centers, or software engineering, with at least 5 years in a leadership role managing 24/7 teams (e.g., NOC/SOC in tech or logistics).
• Proven track record in building and scaling operations centers, ideally in e-commerce, logistics, or high-availability environments like Amazon's fulfillment networks or Microsoft's datacenters.
• Strong technical expertise in software systems, monitoring tools (e.g., Splunk, Datadog), ticketing platforms (e.g., Jira, ServiceNow), and cloud infrastructure (Azure preferred).
• Experience in talent development, with success in transitioning support roles to engineering positions.
• Excellent communication, problem-solving, and stakeholder management skills.

Preferred Qualifications:

• Experience in e-commerce fulfillment or logistics tech, with knowledge of warehouse management systems.
• Certifications such as ITIL, PMP, or AWS/Microsoft cloud credentials.
• Familiarity with Indian talent markets and building distributed teams.
• Demonstrated ability to drive innovation in ops, such as AI-driven monitoring or automated resolutions, as seen in leading tech firms.

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)

 #LI-SS1

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, 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.