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- Tasks: Support and train 3PL partners to ensure top-notch fulfilment operations.
- Company: Join a dynamic team at ShipBob, a leader in e-commerce fulfilment.
- Benefits: Enjoy medical benefits, life assurance, and a pension scheme.
- Why this job: Make a real impact by optimising operations and enhancing partner success.
- Qualifications: 4-7 years in operations or e-commerce fulfilment; strong relationship-building skills.
- Other info: Be part of a high-performing culture with growth opportunities.
The predicted salary is between 40000 - 50000 £ per year.
Location & Travel: This role is based primarily at our Manchester Fulfilment Centre (around 90%), with occasional travel within the UK and EU region, as required.
Role Description: The role is an individual contributor responsible for developing and supporting our partner fulfillment centers to ensure they are all performing to the necessary standards. This role will oversee new startup functions including project management, systems training, and equipment set up. The Operations Support Manager will build solid partnerships with new and existing 3PL partner sites by understanding their unique needs and facilitating their success within ShipBob’s dashboard and suite of fulfillment services. This role reports to the Senior Operations Support Manager who also serves as the backup for this role.
What you will do:
- Supporting our 3PLs:
- Training: Coach and guide our 3PL partners to success defined by our metrics on the ShipBob Scorecard. Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality. Reinforce training materials, on an ongoing basis, provided during Phase I and Phase II training to encourage self-service and seamless interaction with ShipBob dashboard and services.
- Troubleshoot: Find and Course-Correct. Support the relationship to handle questions, requests, and issues related to onboarding at ShipBob as a 3PL partner site. Adoption: Inspire 3PL partner use of Key ShipBob Features and Tools/Dashboard. Bridge ShipBob 3PL partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOP’s. Work with the 3PLs to ensure quality closure of internal tickets (proper root cause analysis and resolution).
- Supporting the execution of Best-in-Class operations: Timely and accurate Inbound Operations that support fulfilment operations to commence accurately. Provide accurate, visual, and detailed feedback to our merchants, in case of expectations misalignment, through our support team. Value Added Service (VAS) Operations are being completed accurately by the 3PL and queries to requirements are being quickly resolved. Work with Freight partners to organize transport where coordination is required. Support the development of efficient and scalable kitting solutions as the sites and demand for solutions grow. Support the 3PL partners on CI and efficiency initiatives. Lease with ShipBob internal stakeholders to coordinate resources and support 3PLs.
- Perform: Nail Key Performance Indicators (KPIs). SLAs: Help 3PL partners achieve all key metrics (KPIs and SLAs) which foster a world class merchant experience. Work with the Merchant Experience Specialists (MES) to understand the Merchant Care Dashboard statistics and trends. Work with the 3PL on their specific improvement plans escalating to the site leadership team and your Line Manager if progress had not been made. Weekly review of space utilization and opportunities to consolidate inventory IDs to reduce costs for the merchant. Work together with the 3PL to execute changes required. Work with 3PLs to resolve any urgent escalation or out of SLA request, with the merchant top of mind, and communicate outcomes accordingly to both ShipBob and 3PL stakeholders.
- Support the operational Support Team (Control Tower) in getting timely responses to operational queries, resolving escalations, and providing general status updates. Work with Merchant Care and Inventory Control Quality Assurance (ICQA) to ensure internal queries (Jira), our ticketing system, are responded to as thoroughly as possible with trends being resolved more tactically through root cause investigations. Attending Weekly Business Review calls with our 3PL partners, supporting follow-up actions for completion. Attend daily stand-up calls with internal teams and take ownership of closing action items. Provide weekly reporting and visibility to our local commercial team. Support the National Ops Manager by taking on challenges and being prepared to be the next clear successor for this role. Comply to 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 solid relationships and get business done.
- Patience/Resilience: Knack for teaching and helping 3PL partners, ensuring adoption of ShipBob SOP’s, tools, and WMS systems.
- Enjoyment of standardized processes, with a curious mind and CI mindset.
- Minimum 4-7 years of operations, e-commerce fulfillment experience, or a fast-paced environment and managing new teams and setting them up for success.
- Advanced understanding of either outbound or inbound fulfillment operations.
- Ability to be on-site up to 90% of the time, including weekends and nights, if necessary.
- Ability to consistently assess partner site needs and deliver solutions along with connecting partners to the appropriate resources within ShipBob.
- Intermediate skills with Microsoft Office tools (MS Excel).
- Must have access to a vehicle for travel needs between locations.
Perks & Benefits:
- Medical and Wellness Benefits
- Life Assurance
- Income Protection
- Pension Scheme
See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)
Operations Support Manager in Overton employer: ShipBob, Inc.
Contact Detail:
ShipBob, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Support Manager in Overton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to ShipBob. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by knowing your stuff! Research ShipBob’s operations and think about how your experience aligns with their needs. Show them you’re not just another candidate, but the perfect fit.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. Get comfortable talking about your past experiences and how they relate to the role of Operations Support Manager.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the ShipBob team.
We think you need these skills to ace Operations Support Manager in Overton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in operations and e-commerce fulfilment. We want to see how your skills align with the role of Operations Support Manager, so don’t hold back on showcasing relevant achievements!
Showcase Your Relationship-Building Skills: Since this role is all about building solid partnerships, share examples of how you've successfully collaborated with partners or teams in the past. We love seeing candidates who can demonstrate their knack for fostering strong relationships!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out. Use bullet points if necessary to make your experience easy to digest!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at ShipBob, Inc.
✨Know Your Operations Inside Out
Before the interview, make sure you understand the ins and outs of operations support, especially in e-commerce fulfilment. Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) that are crucial for success in this role.
✨Showcase Your Training Skills
Since training is a big part of the job, prepare to discuss your experience in coaching and guiding teams. Think of specific examples where you've successfully trained others or improved processes, and be ready to explain how you can apply those skills to help 3PL partners succeed.
✨Demonstrate Problem-Solving Abilities
Be prepared to talk about times when you've had to troubleshoot issues or course-correct in a fast-paced environment. Highlight your analytical skills and how you approach root cause analysis to resolve problems effectively.
✨Build Relationships Like a Pro
This role is all about building solid partnerships, so come ready to discuss how you've fostered strong relationships in previous roles. Share examples of how you've collaborated with different stakeholders to achieve common goals, and emphasise your patience and resilience in teaching others.