Manager, Merchant Success Operations

Location: Remote in India

Role Description:

The Manager, Success Operations will be part of ShipBob's Supply Chain Innovation team responsible for understanding the unique strategic needs of each of our B2B merchants and delivering massive value to help facilitate their growth and success. They will be responsible for the success and growth of ShipBob's retail B2B program. This role will manage and develop a team of Success Operations Associates, Success Operations Specialists tasked with fulfillment of retailer purchase orders and completion of all associated tasks, in accordance to the guidelines of a retailer. The Manager, Success Operations and the team will influence merchant retention and expansion programs across our growing base of customers. The ideal candidate will have a successful track record in full lifecycle success management, with an emphasis on steering engagement, adoption, and advocacy. They will perform live-call coaching, handle escalations, drive team member growth and development, and champion the customer experience.

The role expectations include building and managing strong partnerships with merchants through white-glove support and also ensure performance standards are met and exceeded. The role also requires you to work in collaboration with Product, Operations, Implementation, Supply Chain Innovation and the Merchant Success teams. This role reports to Director, Fulfillment Operations.

What you'll do:

• Directly manage a team of Success Operations Associates and be responsible for driving merchant growth, retention, and satisfaction in the B2B business.
• Coach the team to create exceptional experiences that drive value and ROI for ShipBob's customers.
• Set clear goals and expectations and dedicate yourself to helping the SOAs hit them.
• Hold regular 1:1's to develop strategies to ensure successful OTIF achievement.
• Personally manage escalations for your direct reports and coach SOAs.
• Collaborate with Supply Chain Innovation and Merchant Success teams on retailer chargeback-related escalations.
• Develop a deep understanding of ShipBob's products, our industry and how our solutions deliver value and ROI for customers.
• Build strong relationships with Merchant Experience teams, Product and Operations to ensure a positive business impact.
• Additional duties and responsibilities as necessary.
• Identifying daily task requirements to make the process more efficient and provide required tools.

What you'll bring to the table:

• A minimum of 6+ years of experience in operations/ customer success roles with at least 3 years in to People Management. 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)

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