Senior Success Operations Associate

As a member of the ShipBob Team, you will... 

• Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place. 
• Collaborate with Peers and Leaders Alike:  At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing. 
• Experience a High-Performance Culture and Clear Purpose:  We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward. 

Location: Remote - India 

Role Description:  

The Senior Success Operations Associate (Sr. SOA) will join ShipBob’sSupply Chain Innovation team responsible for understanding the unique strategic needs of each of our B2B merchants and delivering massive value to help facilitatetheir growth and success. The Sr SOA will work together with the Operations and Supply Chain Innovation teams to support ShipBob’sB2B merchants. They will build and manage sound partnerships by working in concert with Merchant Success Associates (MSA) and Senior Merchant Success Associates (Sr. MSA) 

The role expectations include building and managing strong partnerships with merchants through white-glove support and alsoensure performance standards are met and exceeded. The role also requires you to work in collaboration with Product, Operations, Implementation, Supply Chain Innovationand the Merchant Success teams.This role reports to the Manager, Merchant Success Operations. The backup for this role is the Manager, Merchant Success Operations. 

What you’lldo: 

• Act as a point of contact for MSAs, Merchant Success Managers for all things B2B 
• Meet with MSAs, Merchant Success Managers to communicate prioritization of work, risks, and facilitate resolution on issues affecting their performance 
• Coordinate shipments by communicating with operations, transportation companies/brokers to ensure timely load pickups of purchase orders from the ShipBob fulfillment centers 
• Create and accurately maintain merchant-facing purchase order trackers that reflects the PO status at all times 
• Escalate urgent issues timely, keeping positive merchant experience at the center of all such decisions 
• Review and create bills of lading, manufacturer packing slips, shipping labels, carton & pallet labels 
• Arrange dock appointments for outbound shipments 
• Supervise and coordinate shipping of outbound orders, ensuring accuracy and timeliness with both product and paperwork 
• Submit error-free shipment notices to the retailers in the retailer-defined format  
• Follow SOPs for retailer routing processes and management of retailer TMS (transport management system) and ensure timely routing as per guidelines  
• Collaborate with on-site leads/OSSes to ensure SLAs are met and orders are shipped in line with the retailer shipping windows.  
• Build strong relationships with Implementation teams, product and operations to ensure a positive business impact. 
• This role includes responsibility for ensuring products are handled, stored, and distributed in a manner that maintains their safety, quality, and legality. Team members are expected to follow all standard operating procedures, report any concerns related to product condition or integrity, support traceability through accurate record-keeping, and contribute to a culture of continuous improvement and product safety awareness.   
• Additional duties and responsibilities as assigned by Success Operations Specialist (SOS)/Team Lead/ Manager 

What you’ll bring to the table:  

• A minimum of 2+ years of experience in operations/ customer success role. Experience in logistics, account management or customer success roles is a plus. 
• Knowledge and understanding of communication best practices, tools, and techniques for a wide variety of purposes and audiences. 
• Familiarity with inventory and order management and shipping processes is a plus. 
• Excellent and effective communication and negotiation skills, with the ability to communicate effectively with senior management and other departments. 
• Ability to effectively organize and manage multiple team/company initiatives and encourage coworkers to do the same. 
• Proficient with Microsoft Office 365, Google Suite. Knowledge of SalesForce, Tableau, Microsoft PowerBI and Microsoft SSMS is a plus. 
• Solid understanding of business goals and standards for customer service 

Perks & Benefits:  

• Medical, Term & Accidental Insurance 
• All Purpose Leave (casual & sick time): 12 days 
• Earned Leave: 15 days 
• Public Holiday: 12 days 
• Generous Maternity & Paternity Leave 
• Quarterly Wellness Day 
• Work From Home Allowance 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 

#LI-DNI

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions. 

About You:  

Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you. 

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/). 

About Us:  

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’sproprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’sdozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBobis backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago. 

At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.

Use of AI-Assisted Tools During Recruitment

We may use AI-assisted tools during the recruitment process to support administrative functions such as transcribing interviews, generating summaries or notes, organizing interview feedback, facilitating candidate communications, and helping recruiters identify candidates whose qualifications may align with job requirements. These tools are designed to assist our recruiting team and are not used to make final hiring decisions. Hiring decisions are made by trained human reviewers who consider the candidate's application, interview performance, qualifications, experience, and other relevant factors. AI-assisted tools do not independently determine whether a candidate advances in the hiring process or receives an offer of employment. Where required by applicable law, candidates will be provided with notice regarding our use of AI-assisted technologies and, where available, information about any applicable rights relating to such processing, including the ability to request additional information or opt out of certain AI-assisted processing activities. Candidates who exercise available opt-out rights may be reviewed through alternative processes consistent with applicable law.

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensationand training. 

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.