Location & Travel
This role is based primarily at our Manchester Fulfilment Centre (around 90%), with occasional travel within the UK and EU region as required.
Role Description
The role is an individual contributor responsible for developing and supporting our partner fulfillment centers to ensure they are all performing to necessary standards. The role will oversee new startup functions including project management, systems training, and equipment set up. This role reports to the Senior Operations Support Manager.
What you will do
- Training: Coach and guide our 3PL partners to success defined by our metrics on the ShipBob Scorecard. Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality. Reinforce training materials on an ongoing basis to encourage self‑service and seamless interaction with ShipBob dashboard and services.
- Troubleshoot and course‑correct. Support the relationship to handle questions, requests, and issues related to onboarding at ShipBob as a 3PL partner site.
- Adoption: Inspire 3PL partner use of key ShipBob features and tools. Bridge 3PL partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOPs.
- Work with the 3PLs to ensure quality closure of internal tickets, including root‑cause analysis and resolution.
- Support execution of best‑in‑class operations: timely and accurate inbound operations that support fulfilment operations to commence accurately.
- Provide accurate, visual, and detailed feedback to merchants when expectations misalign via the support team.
- Value‑added service operations: ensure VAS operations are completed accurately by the 3PL and resolve queries quickly.
- Work with freight partners to organize transport where coordination is required.
- Support development of efficient and scalable kitting solutions as sites and demand grow.
- Support 3PL partners on CI and efficiency initiatives.
- Coordinate with ShipBob internal stakeholders to allocate resources and support 3PLs.
- Work closely with Merchant Implementation Managers and Merchant Support Managers to ensure merchants onboarded/expanded into international locations receive an exceptional onboarding experience through focused action plans in their first 90 days, regular touchpoints, and ensuring 3PLs understand pick/pack requirements.
- Review space utilization weekly and consolidate inventory IDs to reduce costs for merchants.
- Resolve urgent escalations or out‑of‑SLA requests with the merchant top of mind, and communicate outcomes to both ShipBob and 3PL stakeholders.
Supporting our Internal Customers
- Support the operational Support Team (Control Tower) in providing timely responses to operational queries, resolving escalations, and providing general status updates.
- Work with Merchant Care and Inventory Control QA (ICQA) to ensure internal Jira tickets are responded to thoroughly; trends resolved through root‑cause investigations.
- Attend Weekly Business Review calls with 3PL partners; support follow‑up actions for completion.
- Attend daily stand‑up calls with internal teams; take ownership of closing action items.
- Provide weekly reporting and visibility to the local commercial team.
- Support the National Ops Manager by handling challenges and being prepared as the next clear successor for the role.
What you will bring to the table
- Demonstrated ability to build solid relationships and get business done.
- Patience/resilience in teaching and helping 3PL partners, ensuring adoption of ShipBob SOPs, tools, and WMS systems.
- Enjoyment of standardized processes, curiosity, and CI mindset.
- Minimum 4–7 years of operations, e‑commerce fulfillment experience, or experience in a fast‑paced environment with managing new teams and setting them up for success.
- Advanced understanding of either outbound or inbound fulfillment operations.
- Ability to be on‑site up to 90% of the time, including weekends and nights if necessary.
- Ability to assess partner site needs consistently and deliver solutions while connecting partners to appropriate resources within ShipBob.
- Intermediate skills with Microsoft Office tools (MS Excel).
- Must have access to a vehicle for travel needs between locations.
Perks & Benefits
- Medical and Wellness Benefits
- Life Assurance
- Income Protection
- Pension Scheme
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