Location
80% onsite in our local Fulfillment center (Ctra. Madrid-Barcelona km, 34.400 28805, Alcalá de Henares, Spain)
Role Description
The Operations Support Manager is an individual contributor responsible for developing and supporting partner fulfillment centers to ensure they meet performance standards. The role oversees new startup functions including project management, systems training, and equipment setup, building strong partnerships with 3PL partner sites by understanding their unique needs and facilitating success through ShipBob’s dashboard and suite of services. This position reports to the Senior Operations Support Manager and the Regional Director, Fulfillment Ops.
What you will do
* Supporting our 3PLs
o Training: Coach and guide partners to success defined by our metrics on the ShipBob Scorecard.
o Set up tailored training sessions for stakeholders based on merchant needs and dashboard configuration.
o Reinforce training materials on an ongoing basis to encourage self‑service and seamless interaction with the dashboard.
* Troubleshoot: Find and Course‑Correct
o Support relationships to handle queries, requests, and onboarding issues.
o Inspire partner use of key features and tools.
o Bridge partner objectives with ShipBob capabilities to maximize use of operational WMS and SOPs.
o Ensure quality closure of internal tickets through proper root‑cause analysis and resolution.
* Supporting the execution of Best‑in‑Class operations
o Timely and accurate inbound operations.
o Provide detailed feedback to merchants when expectations misalign.
o Ensure VAS operations are completed accurately and queries resolved quickly.
o Coordinate transport with freight partners when needed.
o Develop efficient kitting solutions as demand grows.
o Support CI and efficiency initiatives.
o Coordinate resources and support with ShipBob stakeholders.
* Supporting our Merchants
o Deliver key performance indicators (KPIs) and help partners achieve all key metrics.
o Collaborate with Merchant Experience Specialists, Implementation Managers, and Support Managers to provide an exceptional onboarding experience for merchants expanding into international locations.
o Review space utilization weekly and consolidate inventory IDs to reduce costs.
o Resolve urgent escalations and SLA breaches with a merchant‑focused approach.
* Supporting our Internal Customers
o Assist the Control Tower with timely responses to operational queries and escalations.
o Work with Merchant Care and Inventory Control QA to address internal Jira tickets.
o Attend weekly business review calls and daily stand‑ups, owning action items.
o Provide weekly reporting to the local commercial team.
o Support the National Ops Manager and prepare as a successor for this role.
* Comply with all food safety and compliance policies and regulations.
* Additional duties and responsibilities as necessary.
What you will bring to the table
* Demonstrated ability to build relationships and get business done.
* Patience and resilience in teaching partners and ensuring adoption of SOPs, tools, and WMS systems.
* Enjoyment of standardized processes with a curious mind and continuous improvement mindset.
* Minimum 4–7 years of operations, e‑commerce fulfillment experience, or a fast‑paced environment managing new teams.
* Advanced understanding of outbound or inbound fulfillment operations.
* Consistent assessment of partner site needs and delivery of tailored solutions.
* Intermediate skills with Microsoft Office, especially Excel.
* Access to a vehicle for travel between locations.
Perks & Benefits
* Life Insurance
* Health Insurance Scheme
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