Principal Operations Support Manager

The role

The Principal Operations Support Manager serves as the senior representative at a partner-operated fulfillment site. This person owns service-level performance from dock to door, including inbound, stow, pick, pack, and ship processes.

What you will do

• Act as the primary onsite ShipBob POC for all operational inquiries.
• Own daily visibility of outbound and inbound SLAs, order defects, shrink, UPH, and exceptions.
• Educate partner site leadership on ShipBob standard work, WMS usage, and performance goals.
• Build SOPs, job aids, and training materials.
• Coach partner site leaders on escalation paths and root-cause problem solving.
• Lead operational quality incident investigations and provide written reports.
• Monitor inventory activity and order flow through picking, packing, staging, and shipping.
• Monitor compliance with Merchant packing guides and order instructions.
• Coordinate with transportation team to ensure pickups occur within designated windows.
• Coordinate with labor team and escalate hiring constraints.

Required qualifications

• 7+ years of experience in warehouse, fulfillment, or logistics operations, including time in a senior or multi-function role.
• Deep knowledge of fulfillment performance and quality metrics (SLA, UPH, defect, shrink).
• Experience managing against contractual service levels.
• Experience with B2B and/or D2C Ecomm fulfillment operations, retailer compliance requirements, and routing guide adherence.
• Expert-level proficiency with WMS platforms and operational reporting tools.
• Experience developing and implementing SOPs and training others on standard work.
• Excellent written and verbal communication skills.
• Ability to influence senior partner leaders.
• Strong problem-solving skills.
• Ability to make real-time operational decisions in a fast-paced, demanding environment.

Nice to have

• Experience in a 3PL, partner, or multi-site environment

Benefits

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Flexible Time Off Program
• Paid Sick Leave
• Wellness Days (1 day/quarter)
• 401K Match
• Comprehensive Benefits Package
• Access to best-in-class AI and productivity tools

About the company

ShipBob is a global supply chain and fulfillment technology platform for SMB and Mid-Market ecommerce merchants. The company is headquartered in Chicago.