Operations Support Manager - Bethlehem, United States - ShipBob, Inc.

ShipBob, Inc.

Verified Company

Bethlehem, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable.

We aim to be a place where you can:

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Write Your Career Story. Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
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Experience Global Impact and Global Connection. At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
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Grow With An Ownership Mindset. We believe that great innovation comes from great transparency. We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title:
Operations Support Manager

Location:
You will be expected to spend ~90% of your time on-site at a partner location or ShipBob Innovation Center. Must be located in the Northeast Region.

Role Description:

You will be responsible for the development and support of our partner fulfillment centers to ensure they are all performing to the standards that we have developed.

This role will oversee new startup functions including project management, systems training and equipment set up.

Operations Support Manager will build solid partnerships with new SFN partner sites by understanding their unique needs and facilitating their success within ShipBob's dashboard and suite of fulfillment services.

What you'll do:

You will be expected to spend ~90% of your time onsite at a partner location or ShipBob Innovation Center.
Help in site selections and potential SFN site partner vetting.
Consultation: Understand SFN partner needs and adapt building launch plans to ensure successful partner integration and launch.
Serve as a first point of contact and own successful launch 6090 day implementation phase and maintain status of first point of contact postlaunch.
Configuration: Implement Specific Measures for Success.
Set up the dashboard and services to accomplish the goals of the SFN partner sites.
Responsible for site layout, equipment setup, and training of SFN partner staff in conjunction with SFN support teams.
Training: Coach and Guide SFN partner to Success.
Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality.
Reinforce training materials provided during Phase I and Phase II training to encourage selfservice and seamless interaction with ShipBob dashboard and services.
Troubleshoot: Find and Course-Correct.
Own the relationship to handle all questions, requests, and issues related to onboarding at ShipBob as a SFN partner site.
Adoption: Inspire SFN partner use of Key ShipBob Features and Tools/Dashboard.
Bridge Shipbob SFN partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOP's.
Perform: Nail Key Performance Indicators (KPIs).
SLAs: Help SFN partners achieve all key metrics (KPIs and SLAs) which foster a world class merchant experience.
On-Task: Perform all necessary tasks during the implementation phase to ensure the SFN site is successfully launched.
Onsite Management: Function as the onsite GM at all times during the implementation phase responsible for ensuring that all Jira tickets are resolved, ensuring orders do not breach, communication with control tower is timely, etc.
Ensure that assigned fulfillment centers receive operational training according to established training schedules and standards operating procedures.
Partner with local fulfillment center management to identify process gaps and create training plans to bring the site up to standard.
Review KPIs and performance reporting to identify areas of opportunity and partner with local site leaders to develop actions to bring the site up to standard.
Proactively identify and manage process improvement initiatives that improve merchant experience.
Travel to sites and perform operational audits and track performance.
Travel and assist with site implementations as required.
Ensure all IB activity is in good standing, UROS are all within 90 days, linked URO'S are being worked/ checked on daily, WROS are being marked arrived, IB WRO activity is being handled within SLA.
Ensure that Jira tickets are updated as needed.
Help support sites that need assistance with Cubiscan and ensure they have the resources they need to be successful.
Ensure that Returns are processed in line with company SOPs.
Ensure that VAS activities are completed within agreed SLAs with communication to the Control Tower.
Help callout any issues when orders are close to SLA and expedite any Merchant Care callouts and/or requests.
OB help with tech related issues cluster cart restocks, open IPS tickets and help resolve issues.
Monitor scan to gaylord and gaylord to dock scanning to ensure all partners are following the SOP.
EOD Passdowns

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