What You'll Do
Lead high-impact merchant programs by designing and managing success frameworks that connect day-to-day operations to strategic growth objectives. You will own the end-to-end experience for top-tier merchants, ensuring alignment across all touchpoints.
Collaborate directly with fulfillment teams to monitor service levels, address escalations swiftly, and implement process improvements. Your presence on-site will strengthen operational accountability and drive continuous refinement.
Coordinate cross-functional efforts involving Success, Operations, Product, and Finance to deliver tailored solutions for complex merchant requirements. You will initiate and manage projects such as network expansions, system upgrades, and cost-efficiency initiatives.
Engage with executive stakeholders at both ShipBob and partner organizations, delivering insightful business reviews and strategic recommendations. You will act as a trusted advisor, translating performance data into actionable opportunities.
Develop standardized tools and reporting systems, including playbooks and SOPs, to ensure consistent program delivery across the merchant portfolio. You will also serve as a bridge between merchant needs and fulfillment leadership, turning insights into action plans.
Requirements
- Minimum of 8 years in account or program management within supply chain or logistics environments
- Proven experience working on-site in fulfillment or warehouse operations, with strong collaboration skills across frontline and leadership teams
- Track record managing enterprise clients and building relationships with C-suite and executive stakeholders
- Ability to lead cross-functional initiatives in ambiguous environments, influencing outcomes without direct authority
- Experience delivering business reviews and presentations to senior leadership
- Skilled in conflict resolution and negotiation under pressure
- Clear, persuasive communication style adaptable to executives, internal teams, and external partners
- Proficiency in Microsoft Office, reporting platforms, and CRM systems
- Must be able to work on-site at least 50% of the time at the Innovation Center
Preferred Qualifications
- Project management experience, certifications, or formal training
Work Mode
This role operates in a hybrid model, balancing time between fulfillment centers and remote work. Regular on-site presence is required to support operational oversight and team collaboration.
Compliance
Adherence to all applicable food safety and regulatory standards is required in relevant facilities.
