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Operations Support Manager

Appcast Enterprise

Location: This is hybrid role based out of our sites in Kettering & Birmingham

Working Timings:Afternoon shift (2:00 -10:00 pm UK time)

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. This role reports to Senior Operations Support Manager. 

What you'll 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 on-going 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. 
  • Supporting our Merchants: 
    • 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. 
      • Work closely with Merchant Implementation Managers and Merchant Support Managers to ensure that merchants onboarding/expanding into international locations receive an exceptional onboarding experience through focused action plans in their first 90 days, regular touch points with internal and external stakeholders and ensuring 3PLs understand pick/pack requirements. 
      • 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. 
    Supporting our Internal Customers: 
  • 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 t