Area Manager, Fulfillment Operations

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: 11401 Harmon Rd, Fort Worth, TX

Shift: Day Shift M-F

Role Description:

The Area Manager of Merchant Operations serves as the primary on-site operational liaison for a specific merchant at ShipBob. This is an operationally focused leadership role responsible for driving executional excellence across B2B fulfillment, kitting operations, and value-added services (VAS). The role ensures service level adherence, maintains operational alignment between ShipBob, Merchant, and third-party partners, and fosters a high-performance environment onsite. As ShipBob continues to grow, it is imperative to provide a great experience in serving our clients’ needs while maintaining sustainable growth and scalability from an operations perspective. This role reports to the Operations Manager, Fulfillment Operations. 

What you’ll do:

• Maintain consistent communication with the Merchant and Success teams through scheduled operational meetings, facility tours, and shared distribution group correspondence covering performance, exceptions, and risks. Route all operational correspondence through the Merchant ShipBob email distribution group to ensure full visibility across Merchant Success, B2B operations, and relevant departments. 
• Provide a high-level end-of-day summary covering B2B order status, kitting and VAS progress, inventory or lot hold status, open orders, orders past SLA, key operational risks or delays, and clear action plans for outstanding items. 
• Oversee operational quality incident investigations in coordination with ShipBob operations leadership; provide written reports including Root Cause Analysis, Corrective Actions, and Preventative Measures. 
• Coordinate across ShipBob departments to resolve operational constraints and engage directly with Merchant operational teams and external partners such as freight carriers as necessary to support operational execution. 
• Own operational metric reporting, including but not limited to VCPO, UPH, OPH (Batch, Labelling, Pick, Pack), on-time receiving and shipping, and merchant SLAs. Identify areas for improvement, troubleshoot problems, and implement solutions to maintain standards. 
• Align weekly with the Merchant to understand kitting and production volume requirements; partner with operations leadership to develop execution plans addressing staffing, capacity, and operational constraints. Monitor production progress, provide regular updates to the Merchant, and track Days of Backlog. 
• Develop and document Merchant-specific Standard Operating Procedures (SOPs) where needed; audit existing operational processes to ensure SOPs and work instructions are being followed. 
• Ensure compliance with Merchant packing guides, order instructions, retail labeling requirements, and Merchant Warehouse Expectations documentation; audit documentation for accuracy including GTIN, GS1-128, ASIN, Amazon Transparency, and Prop 65 labels. 
• Monitor B2B fulfillment performance to ensure all purchase orders are picked, packed, and shipped within required SLAs; assist with order prioritization to meet retailer Must Arrive By Dates, escalate risks that may impact ship dates or retailer compliance, and ensure orders are marked as invoiced upon shipment within the correct accounting period. 
• Utilize ShipBob internal tools to determine the optimal shipment mode for each purchase order in accordance with retailer routing guides; update the “Ship Option” field in the ShipBob WMS dashboard for each purchase order. 
• Coordinate directly with carriers assigned to each purchase order to ensure pickups occur within the designated shipping window. Schedule pickup appointments in accordance with carrier-provided pickup dates and site availability. Proactively resolve missed pickups or carrier no-shows to secure timely rescheduling. 
• Oversee inventory LOT hold and release management in the WMS in coordination with the Merchant; upon release approval, remove holds, return LOTs to available inventory, and evaluate and prioritize any resulting order backlog. 
• Evaluate operational feasibility for special requests or operational projects; coordinate with the ShipBob account team to scope requirements and communicate project timelines, constraints, and execution plans to the Merchant. 
• Support all safety programs and OSHA compliance to ensure a safe work environment for all associates. Supervise daily workflows to ensure products are handled and stored correctly per defined safety and quality procedures. Maintain compliance with hygiene and contamination control standards and promote a culture of accountability. 
• Other duties/responsibilities as necessary. 

What you’ll bring to the table: 

• 2+ years of experience in warehouse, fulfillment, or logistics operations management. 
• Experience serving as an operational liaison between fulfillment operations and merchant or client teams, with a demonstrated ability to manage cross-functional relationships. 
• Sound understanding of fulfillment metrics including UPH, OPH, SLA management, and VCPO. 
• Experience with B2B fulfillment operations, retailer compliance requirements, and routing guide adherence. 
• Proficiency with WMS platforms and operational reporting tools. 
• Excellent written and verbal communication skills; ability to clearly communicate operational status and incidents to merchant partners. 
• Solid organizational and coordination skills with the ability to manage multiple priorities across B2B fulfillment, kitting, and VAS operations simultaneously. 
• Excellent problem-solving skills and ability to make real-time operational decisions in a fast-paced, physically demanding environment. 
• Experience developing and implementing SOPs in a warehouse or fulfillment environment. 

Perks & Benefits:

• Medical, Dental, Vision & Basic Life Insurance 
• Paid Maternity/Parental Leave Program 
• Paid Holidays & Flexible Time Off Program 
• Paid Sick Leave  
• Wellness Days (1 day/quarter) 
• 401K Match  
• Comprehensive Benefits Package >>> https://www.shipbob.com/careers/ 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. We are targeting a base salary range of $54,878 - $73,170 for this role. The total compensation for this position in our compensation architecture is $54,878 - $91,463. In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies.  

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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. 

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.