Director, Control Tower

🔥 18 hours ago

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ShipBob, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🛍️ eCommerce

☁️ SaaS

💰 $200M Series E on 2021-06

eCommerce • Logistics • SaaS

ShipBob, Inc. is a comprehensive 3PL (third-party logistics) service provider specializing in e-commerce order fulfillment. They offer a full stack fulfillment platform with OMS, IMS, RMS, ERP, and analytics to automate and streamline fulfillment processes. With a focus on omnichannel and B2B capabilities, ShipBob assists businesses in selling across online and in-person channels while offering services like inventory management, customization for unique unboxing experiences, and end-to-end managed freight. Their global network enables efficient 2-day shipping across the continental US and facilitates global expansion with fulfillment centers in multiple countries. Additionally, ShipBob integrates with popular eCommerce platforms like Shopify and Amazon, supporting a wide range of industries including health, beauty, and apparel. Their technology-driven approach enhances supply chain automation, providing reliable and transparent logistics solutions worldwide.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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)