Principal Operations Support Manager

Location: 21705 W Mississippi St, Elwood, IL 60421

Role Description:

The Principal Operations Support Manager serves as ShipBob’s most senior representative at a partner-operated fulfillment site and is the primary ShipBob owner of service-level performance for the Merchant. This is a hands-on, high-accountability role that sits close to the details. This role owns outcomes from dock to door, including inbound, stow, pick, pack, and ship, labor and capacity planning, and site expansion execution. It educates, equips, and advises partner site leadership on ShipBob standard work, systems, and service-level expectations, and holds the site to agreed outcomes through data, influence, and clear escalation. This role reports into the ShipBob SFN Operations organization.

Required Performance Standards:

This role is accountable for monitoring the following standards daily, reporting them accurately, identifying gaps early, and driving corrective action and escalation through partner leadership.

Outbound SLA: 95%+ orders picked up by carrier within 2 days of ingestion.

Inbound receipt: 98%+ received and confirmed within 1 business day.

Inbound stow: 95%+ stowed within 3 business days.

Productivity: 100 UPH baseline through pick and pack.

Order defect rate: Below 3%.

How This Role Works With Our Partners:

Works through the partner’s designated leaders, raising requests, improving standards, and mitigating concerns with them.

Quarterbacks solutions on the floor to drive successful execution every day.

What you’ll do:

Act as the primary onsite ShipBob POC for all operational inquiries.

Own daily visibility of outbound and inbound SLAs, order defects, shrink, UPH, and exceptions against the required standards. Identify gaps early, bring data and recommended actions to partner leadership, and track corrective actions to closure.

Educate and equip partner site leadership on ShipBob standard work, WMS usage, and merchant-specific processes, metrics, and performance goals.

Build SOPs, job aids, and training materials, and audit adherence to ShipBob standards. Share findings with partner leadership.

Coach partner site leaders on escalation paths and root-cause problem solving so issues surface early and are resolved at the right level.

Lead operational quality incident investigations in coordination with partner leadership and ShipBob operations leadership. Provide written reports including Root Cause Analysis, Corrective Actions, and Preventative Measures, and trace recurring issues to process or training gaps and track improvements with the partner.

Monitor inventory activity (inbound, outbound, returns, etc) and order flow through picking, packing, staging, and shipping. Track B2B fulfillment, kitting, and VAS performance against plan and SLAs. Flag discrepancies, backlog, and risks to on-time execution early.

Monitor compliance with Merchant packing guides, order instructions, and flag gaps for correction.

Coordinate with transportation team to ensure pickups occur within the designated shipping window, and escalate missed pickups or no-shows for timely rescheduling.

Coordinate with labor team and escalate hiring constraints early.

Maintain consistent communication with Merchant Success and Powered By teams through scheduled operational meetings and weekly and quarterly business reviews covering performance, exceptions, and risks.

Support WMS and tooling issues, create, monitor, and resolve Jira tickets.

Mentor and guide ShipBob’s on-site team members.

Other duties/responsibilities as necessary.

What you’ll bring to the table:

7+ years of experience in warehouse, fulfillment, or logistics operations, including time in a senior or multi-function role.

Deep knowledge of fulfillment performance and quality metrics (SLA, UPH, defect, shrink) and experience managing against contractual service levels.

Experience with B2B and/or D2C Ecomm fulfillment operations, retailer compliance requirements, and routing guide adherence.

Expert-level proficiency with WMS platforms and operational reporting tools.

Experience developing and implementing SOPs and training others on standard work, ideally in a 3PL, partner, or multi-site environment.

Excellent written and verbal communication skills, including the ability to influence senior partner leaders.

Strong problem-solving skills and ability to make real-time operational decisions and quarterback in a fast-paced, demanding environment.

Perks & Benefits:

Medical, Dental, Vision & Basic Life Insurance

Paid Maternity/Parental Leave Program

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.  The full base pay range for this position in our compensation architecture is $112,817 - $188,029. 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.