Director, Merchant Launch Operations

ShipMonk isn't just a 3PL - we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.

We are seeking a highly skilled and experienced Director to join our Launch Operations team at ShipMonk. As a member of the Launch Operations team, this role will play a pivotal role in the planning and execution of high-impact, high-visibility projects and initiatives, while driving operational excellence across our fulfillment centers.

What you’ll do:

• Build & Lead the Ops CI Function
• Design and operationalize the Ops CI function at ShipMonk, including intake processes, project governance, and reporting cadence.
• Hire, develop, and lead a team of Ops CI managers embedded across the network.
• Establish and maintain a prioritized problem backlog, ensuring the team is always working on the highest-impact opportunities.
• Create visibility for Ops CI work across the organization- from the ops floor to the executive team- through a consistent cadence of reviews and change management.
• Drive Performance Improvement
• Own a portfolio of projects across fulfillment operations, cross-functional domains, merchant onboarding, and compliance programs.
• Apply structured problem-solving methodologies (Lean, Six Sigma, or equivalent) to diagnose root causes, design solutions, and implement changes that stick.
• Set and track KPIs for CI project outcomes- cost savings, throughput and speed improvements, quality- and report on progress to senior leadership.
• Partner with General Managers and functional leaders to identify and size improvement opportunities, and ensure operational buy-in for change implementation.
• Change Management & Culture
• Champion a culture of continuous improvement across ShipMonk- making problem-solving accessible and habitual at every level of the organization.
• Design and deliver CI training and capability-building programs for operations leaders and frontline teams.
• Lead change management efforts for major CI initiatives, ensuring sustainable adoption rather than one-time fixes.
• Merchant Launch & Solutions:
• Support the analysis of merchant attributes and SKU profiles to determine effective solution(s) 
• Own the successful design, execution and oversight of merchant launches, ensuring all operational aspects are thoroughly planned and executed.
• Coordinate with cross-functional teams to ensure all merchant launch requirements are met and any issues are promptly addressed.
• Define, track, and analyze metrics related to the launch of new merchants.
• Develop and support the implementation of new service offerings.
• Train and support Operations teams on new merchant solutions and service offerings, ensuring a smooth transition and effective utilization.
• Data, Analytics, and Tooling:
• Develop and implement user-friendly workflows using tools such as Asana, Slack, Salesforce, and Google-based applications to streamline processes.
• Design and maintain dashboards and reporting tools to provide actionable insights and support data-driven decision-making.
• Use data to drive every stage of the CI lifecycle- from opportunity identification and sizing to solution design and impact measurement.
• Partner with the Analytics team to develop insights that surface performance gaps and track improvement trends across facilities.
• On-Site Support & Leadership Development:
• Provide on-site support and leadership development, ensuring team members are well-trained and equipped to meet operational challenges of the launch
• Mentor and coach team members to build leadership capabilities and foster a culture of continuous improvement.

What you’ll need:

• Bachelor’s degree in industrial engineering, supply chain management, logistics, or a related field
• Minimum of 8 years of experience in e-commerce fulfillment operations, inventory management, and process optimization, with at least 3 years in a leadership role directly managing operations programs and projects
• Strong leadership and team management skills with a proven track record of driving results.
• Excellent analytical and problem-solving abilities with a detail-oriented mindset. Ability to analyze data and generate actionable insights using analytical tools such as MS Excel, Google Sheets, Metabase, Tableau, etc
• Proficiency in warehouse management systems (WMS) and how they translate to operational process
• Strong communication and interpersonal skills with the ability to collaborate effectively across departments and levels of the organization
• Lean program leadership and/or certification(s) preferred
• Preferred experience in Wholesale/B2B fulfillment
• Ability to travel 25-35% to support multi-site engagement, on-site project leadership, and managing a distributed team

About ShipMonk

ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions-all with a merchant -first mindset.

Why ShipMonk?

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

• Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
  • Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
  • Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
  • Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.

  •Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

Our Core Values

Our values are the heart of our culture. We're looking for individuals who embody these principles every day.

• Merchant-first: We handle the logistics so our merchants can focus on what they do best-growing their business.
• People make ShipMonk: We believe in our team and invest in our people.
• Own it: We take ownership of our work, our mistakes, and our successes.
• Get sh*t done: We're a fast-paced, high-growth company that values action and results.
• Change the score:  We challenge the status quo, constantly innovating and improving.

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.