Operations Implementation Manager
ShipBobAbout the role
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: Must be located within 1 hour drive of our HUB in North Aurora, IL. You will be expected to spend ~75% of your time traveling to sites across the Midwest region to support merchant onboarding, with up to ~25% travel to other regions as needed.
Role Description:
The Operations Implementation Manager will join ShipBob’s growing Supply Chain team responsible for understanding the unique strategic needs of each of our clients and delivering value to help facilitate their growth and success. This person will be responsible for managing the complex needs of one of our largest Powered By merchants, ensuring that each sub-account (the merchant’s customers) is onboarded into the ShipBob operational ecosystem with the best experience. This role reports to the Sr. Manager, Operations Implementation, who also serves as the backup for this role.
What you’ll do:
The Operations Implementation Manager is a critical member of ShipBob's Supply Chain Quality organization, responsible for leading the end-to-end operational onboarding of new ShipBob merchants across our U.S. fulfillment network. This role owns the merchant implementation lifecycle from post-sale handoff through graduation, ensuring each merchant achieves and sustains strong operational performance before transitioning to Merchant Success.
Serving as the primary operational point of contact, the Operations Implementation Manager coordinates cross-functional execution throughout the onboarding lifecycle, partnering closely with Fulfillment Center Operations, Solutions Engineering, Process Engineering, Merchant Success, Capacity & Forecasting, and Sales to remove operational friction, mitigate risk, and ensure merchant readiness at every stage. This role requires strong operational judgment, exceptional organizational skills, and the ability to manage multiple concurrent merchant implementations while maintaining close attention to each merchant's unique operational requirements, milestones, and success criteria.
This role reports to the Senior Manager, Operations Implementation, who serves as the primary escalation point and provides functional leadership and support throughout the implementation lifecycle.
What you’ll do:
- Influence: work cross-functionally with our Merchant Implementation, Quality, SFN Operations, SIC Operations, Forecasting, Analytics, and Sales teams to implement new Mid-Market clients operationally.
- Strategize: work with Quality, SFN, and SIC partners to best place merchants and execute on the needs of their unique SKU profile, pack expectations, and custom packaging.
- Merchant Experience: you will act as our escalation point for all fulfillment issues during the first 30 days in the onboarding process for new merchants. You will be critical in solving t
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