Process Support Manager


  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/31/2021
  • Website:
  • Company Address: 2156 W Fulton St, Chicago, IL, 60612

About ShipBob

Founded in 2014 and based in Chicago, ShipBob is a privately held technology company that offers simple, fast, and affordable fulfillment for e-commerce businesses. As an end-to-end fulfillment solution, ShipBob provides warehousing and package delivery in 1-2 business days, with a network of fulfillment centers across the US. ShipBob’s software combines order and inventory management, customer communication, predictive insights, and optimized shipping for online merchants. ShipBob’s software is also fully integrated with leading e-commerce platforms, including eBay, Shopify, Amazon, Magento, and many more.

Job Description

If you’re looking to be at the forefront of disrupting the ecommerce industry, wanting to make your mark and be continuously challenged to grow, your time has come. 

ShipBob is recognized as #1 on Crain's 2020 “Fast 50” list of the fastest-growing companies in Chicago & Built In’s best mid-sized companies to work for in Chicago. With this growth, we are looking for top talent to help us reach the next level. 

Role Description:

We are hiring a Process Support Manager, responsible for the development and support of our partner fulfillment centers to ensure they are performing to the standards that we have developed. You'll be heavily involved in training and driving operational excellence.

About Us: 

ShipBob is a tech enabled 3PL that partners with over 5,200+ e-commerce businesses to help them be more successful online. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver best in class experience to their customers. With an almost 100% accuracy rate in fulfilling orders and orders shipped on time, our merchants can count on us to deliver excellent service. 

ShipBob’s growing fulfillment network is powered by our proprietary technology and acts as a back office for logistics, providing merchants with full visibility into orders, inventory levels in real time, and access to advanced analytics, over 27 integrations and data reporting.

As one of the fastest growing tech companies in Chicago with over $130M+ raised from blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the #1 best fulfillment technology in the industry. To help us meet this standard, we are scaling our entire team and looking for people who share our core values and have an entrepreneurial mindset. 

About You:

At ShipBob, we’re looking to bring on board people who embody our core values:

  • Be Mission-Driven.  We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
  • Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
  • Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
  •  Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
  • Be Safety Minded. It’s not just talk; it’s the way you work.

What you’ll do:

  • Ensure that assigned fulfillment centers receive operational training according to established training schedules and standards operating procedures. 
  • Partner with local fulfilment center management to identify process gaps and create training plans to bring the site up to standard. 
  • Review KPIs and performance reporting to identify areas of opportunity and partner with Regional Manager and local site leaders to develop actions to bring the site up to standard.
  • Proactively identify and lead process improvement initiatives that improve merchant experience. 
  • Travel to sites and perform operational audits and track performance.
  • Travel and assist with site implementations as required.
  • Other responsibilities and duties as assigned. 

Daily Expectations: 

  • Ensure all IB activity is in good standing, UROS are all within 90 days, linked URO’S are being worked/ checked on daily, WROS are being marked arrived, IB WRO activity is being handled within SLA. OTMC tickets are updated as needed. Help support sites that need assistance with cubiscan and ensure they have the resources they need to be successful.
  • Returns- ensure SFN Partners are actively working.
  • VAS- provide remote support from any FC you are located at to all partners that might need pre-paid labels and/or invoicing of orders for proper closure. Help callout any issues when orders are close to SLA and expedite any Merchant Care callouts and/or requests. 
  • OB - help with tech related issues - cluster cart restocks, open IPS tickets and help resolve issues. Monitor scan to gaylord and gaylord to dock scanning to ensure all partners are following the SOP.
  • EOD Passdowns- send daily detailed passdowns to understand what callouts were made during the day and what progress was made across the network.

What you’ll bring to the table:

  • Advanced understanding of outbound and inbound operations within a ShipBob facility.
  • Ability to travel up to 75% including weekends, as necessary.

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.

Perks & Benefits:

  •  Medical, Dental, Vision & Basic Life Insurance
  •  Variety of voluntary benefits, such as, short term disability.
  • Competitive Salary, Performance Bonus & Stock Options
  • Paid Maternity/Parental Leave Program
  •  Flexible Time Off Program
  • Referral Bonus Program
  •  Fun Culture >>> Check us out on Instagram

Classification: Salaried/ Exempt 

Reports to: Regional Director of Fulfillment 

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, compensation and training.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.