Operations Implementation Manager

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.

• 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 the most complex merchant problems both from an internal and external perspective.
• Onboarding: oversee the onboarding and implementation operations for all our MM merchants from the perspective of Supply Chain and Operations.
• Analyze: understand volume needs and coordinate with forecasting teams, communicate expectations around productivity impacts and make necessary adjustments.
• Operational Solutioning: work to find scalable creative solutions to merchant's custom requirements that align with our current processes.
• Comply to all food safety and compliance policies and regulations.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• Minimum 8 years of experience in Fulfillment Operations and/or Operational Program Management.
• Experience interfacing with Merchants/Suppliers/External 3rd Parties.
• High EQ and natural interpersonal skills. A connector and expert communicator who will ‘close the distance’ between Operations, our merchants and internal stakeholders.
• Established track record of running initiatives, working cross-functionally to achieve goals, and succeeding in a team environment.
• Solid program management skills and ability to run multiple projects simultaneously.
• Experience with PowerBI and Microsoft Excel.