Director, Control Tower
Location: Remote - India
Shift Hours: 7:30 PM IST- 4:30 AM IST
Role Description:
As the Director, Control Tower, you will be responsible for the management and leadership of our Merchant Operations Department in India which provides support to our growing merchant base globally as well as our internal Operations teams. The role is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of exceptional merchant experience. With partnership from numerous Operations partners, you will own the effectiveness of processes, tools, and reporting required to operate and scale all relevant merchant care activities.
Examples of support this team provides includes merchant outreaches on email, chat and (potentially) phone regarding topics such as (but not limited to) order status, inventory status, technology/product help questions, tracking questions and others. This role reports to Sr Director, Control Tower.
What you’ll do:
Start with Merchant Experience and implement continuous improvement initiatives to improve merchants’ experience with ShipBob.
Advise and implement the vision and strategy for the Merchant Ops function in achievement of company goals in partnership with Control Tower stakeholders in the US.
Deliver defined Objectives and Key Results (OKRs) and performance measures against company goals with a hands-on approach to understand gaps and run continuous improvement efforts.
Develop a successful team of Leads & Specialists in a growth environment including developing the team for future changes, managing the team's change resilience, and minimizing performance impacts associated with change.
Work with Finance and be accountable for the maintenance of and adherence to a Merchant Care headcount plan, budget, and cost mitigation and/or investment initiatives.
Guide employee engagement and an inspiring culture ensuring effective performance management, mentoring, and development and crafting an environment where people can excel through accountability, support, and empowerment.
Demonstrate a data driven approach to supervising the function, including establishing effective critical metrics, key performance indicators, and other leading/lagging indicators which provide insight into the efficiency of the function and changes in risk profile.
Consistently improve the merchant experience across our key channels and products by advocating for the voice of the merchant across internal partners, ensuring that resources are invested in improving merchant satisfaction and enabling scale.
Use excellent presentation and interpersonal skills to report findings and recommendations to operations stakeholders.
Identify and implement groundbreaking changes to generate efficiencies and deliver better merchant experiences while ensuring the teams adheres to regulatory and compliance requirements.
Keep ahead of industry developments in the region and apply standard methodologies to areas of improvement.
Additional duties and responsibilities as necessary.
What success looks like in your first 12 months:
Established a successful beginning to end hiring, training, and onboarding process in that is clearly defined and documented, driving results for all new employees to meet and exceed established merchant impacting KPIs prior to completion of their first 3 months with ShipBob.
Developed cross-functional relationships with Supply Chain team, Center of Excellence, People Ops etc. partners to run functional improvements in process and results using all relevant data sources to drive an improved merchant experience.
Built and implemented a strong governance model for the team with a very hands-on approach and in alignment with all MO leaders and people ops partners to ensure adherence and compliance to all established policies and procedures to deliver the best possible experience to our merchants.
Construct an ongoing process to directly connect with merchants for feedback on support gaps and devise improvement plans within MO leadership and cross functionally to increase Csat and NPS scores for all merchants.
What you’ll bring to the table:
Overall 10+ years of experience. Minimum 5 years of experience in operations people management and a BPO/CS organizations at scale.
Experience scaling and building operational teams, including people, processes, and programs.
A solid leader, doer, motivator, and decision-maker with consistent track record working efficiently with people at all levels.
Managing Ecomm customer operations for small and medium enterprises in US/EU (preferred).
Results focused, forward thinking approach with ability to problem-solving complex issues to deliver shared goals and outcomes across internal and external teams.
Able to develop and optimally articulate a vision & strategy as well as communicate strategic direction.
Ability to interpret qualitative and quantitative data to formulate concrete insights and compile information in a structured, logical manner.
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-DNI