Location: Sydney, Australia

Role Description: 

The Merchant Success Manager (MSM) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of each of our merchants and delivering massive value to help facilitate their growth and success. The MSM will build and manage solid partnerships through a variety of communication methods, including regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence to ensure a positive business impact. This role reports to the Senior Manager, Merchant Success . 

What you’ll do: 

• Consultation: Understanding Merchant Needs and Goals. 
  • Upon account assignment, uncover what “success” means to a Merchant. 
  • Continually re-evaluate success criteria, needs, and goals of Merchants.  
• Solutions: Facilitating Merchant Growth and Success. 
  • Based on Merchant needs and success criteria, develop dynamic action plans including deliverables by ShipBob and recommendations for Merchant to inspire success. 
• Adoption: Push Merchant Use of Key ShipBob Features. 
  • Marry Merchant objectives with ShipBob capabilities to push use and adoption of key functions and features as part of ShipBob’s offerings. 
• Risk Management: Nip Issues in the Bud. 
  • Actively monitor merchant health and take quick and decisive action to course-correct. 
• Collaboration: Involve Key Stakeholders and Teams. 
  • Work closely with the ShipBob Customer Support team to deliver best-in-class Merchant experience. 
  • Help dictate product and services road map to deliver greater impact to Merchant partners. 
• Perform: Nail Key Performance Indicators (KPIs). 
  • NPS: foster Merchant advocacy by providing world class experience. 
  • Churn: contribute to ShipBob’s company growth through high merchant retention. 
  • Upsell: usher in mutual success for Merchant and ShipBob through adoption of new, key features and services. 
• Additional duties and responsibilities as necessary. 

What you’ll bring to the table: 

• Minimum 3 years of experience in sales and merchant services in the technology industry. 
• Aptitude to sell via quota attainment. 
• Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs. 
• Demonstrated ability to communicate effectively through oral, written, and in-person mediums. 
• Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants. 
• PowerPoint and Excel skills

Perks & Benefits: 

• Health and Wellness Benefits Stipend 
• WFH Phone/Internet Stipend 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 

Location: Sydney, Australia

Role Description: 

You will be responsible for the development and support of our partner fulfillment centers to ensure they are all performing to the standards that we have developed. 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 SFN 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. 

What you’ll do: 

• You will be expected to spend ~90% of your time on-site at a partner location or ShipBob Innovation Center. 
• Help in site selections and potential SFN site partner vetting. 
• Consultation: Understand SFN partner needs and adapt building launch plans to ensure successful partner integration and launch.  
  • Serve as a first point of contact and own successful launch 60–90-day implementation phase and maintain status of first point of contact post-launch.  
• Configuration: Implement Specific Measures for Success.  
  • Set up the dashboard and services to accomplish the goals of the SFN partner sites. 
  • Responsible for site layout, equipment set-up, and training of SFN partner staff with SFN support teams.  
• Training: Coach and Guide SFN partner to Success. 
  • Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality.  
  • Reinforce training materials 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. 
  • Own the relationship to handle all questions, requests, and issues related to onboarding at ShipBob as a SFN partner site. 
• Adoption: Inspire SFN partner use of Key ShipBob Features and Tools/Dashboard. 
  • Bridge Shipbob SFN partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOP’s.   
• Perform: Nail Key Performance Indicators (KPIs).  
  • SLAs: Help SFN partners achieve all key metrics (KPIs and SLAs) which foster a world class merchant experience.  
  • On-Task: Perform all necessary tasks during the implementation phase to ensure the SFN site is successfully launched. 
• Onsite Management: Function as the onsite GM at all times during the implementation phase - responsible for ensuring that all Jira tickets are resolved, ensuring orders do not breach, communication with control tower is timely, etc. 
• Ensure that assigned fulfillment centers receive operational training according to established training schedules and standards operating procedures.  
• Partner with local fulfillment 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 local site leaders to develop actions to bring the site up to standard. 
• Proactively identify and manage 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. 
• 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.  
• Ensure that Jira tickets are updated as needed.  
• Help support sites that need assistance with Cubiscan and ensure they have the resources they need to be successful. 
• Ensure that Returns are processed in line with company SOPs. 
• Ensure that VAS activities are completed within agreed SLAs with communication to the Control Tower. 
• 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. 
• Comply to all food safety and compliance policies and regulations. 
• Additional duties and responsibilities as necessary. 

What you’ll bring to the table: 

• 3-5+ years of operations leadership experience in an e-commerce fulfillment environment with experience managing 3PL relationships. 
  • Advanced understanding of outbound and inbound fulfillment operations. 
  • Ability to consistently assess partner site needs and drive solutions to meet those needs and connecting partners to proper resources. 
  • Strong interpersonal skills to effectively build consensus, gain buy-in and persuade stakeholders on key decisions. 
• 3+ years of experience in opening new building sites and setting up teams for success. 
  • Knack for teaching and helping our SFN partners ensure adoption of ShipBob SOP’s, tools, and WMS systems.  
• Intermediate skills with Microsoft Office tools, specifically with Excel. 
• Ability to create and read CAD drawings to review building layouts preferred. 
• Ability to be on-site up to 90% of the time, including weekends, as necessary. 
• Must have access to a vehicle for travel needs between locations.  

Perks & Benefits:  

• Health and Wellness Benefits Stipend  
• WFH Phone/Internet Stipend  
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)  

#LI-VA1

Location: Remote- Australia

Role Description: 

As a Senior Transportation Specialist, you will operate as an experienced execution lead within ShipBob’s carrier and final mile network. Working within the framework established by the Carrier Manager, you will drive day-to-day carrier coordination, pickup execution, and issue resolution across your assigned scope—ensuring freight moves reliably and operational risks are addressed early. 

You will partner closely with fulfillment center operations, Merchant Success, and carrier partners to execute against established processes, maintain operational accuracy, and surface performance trends that require escalation or carrier-level accountability. This role plays a critical part in sustaining service reliability, quality, and consistent execution across final mile and freight operations. This role reports to Sr Manager, Cross Border Transportation.  

What you’ll do: 

• Carrier Execution 
  • You will support and monitor carrier execution across assigned sites, ensuring established processes are followed and service risks are addressed promptly. 
  • Monitor on time carrier pickups across assigned sites and CPTs using ToolBob. Initiate follow-up via Teams or COPS tickets when data is missing or pickups are at risk. 
  • Review dock volume against booked carrier capacity and coordinate with carriers or the Carrier Manager when additional capacity is required. 
  • Maintain accuracy of carrier pickup schedules, updating pickup times and equipment types to support forecast planning and execution. 
  • Support misdelivered gaylord investigations by capturing required details and escalating through the appropriate operational channels. 
  • Manage the Carriers@ inbox within assigned scope; monitor COPS and SCO IPS tickets, ensuring timely acknowledgment, resolution, and updates for complex issues. 
  • Respond to urgent carrier inquiries in line with established SLAs and escalation guidance. 
  • Other duties as assigned 
• Final Mile Operations 
  • You will support reliable final mile execution by coordinating schedules, resolving exceptions, and supporting merchant escalations. 
  • Maintain and monitor final mile carrier pickup schedules for assigned fulfillment sites, ensuring accuracy and communicating changes to relevant stakeholders. 
  • Coordinate ad hoc pickup requests and capacity exceptions directly with carriers to maintain coverage outside of standard schedules. 
  • Serve as a senior point of contact for merchant escalations related to final mile delivery issues, driving investigation and resolution with carriers while keeping Merchant Success informed. 
  • Process final mile POD requests on behalf of merchants, ensuring timely follow-up and completion. 
  • Other duties as assigned 
• Freight Coordination 
  • You will provide execution support for routine freight movement and documentation as needed. 
  • Support LTL and FTL shipment execution, including appointment scheduling, documentation coordination, and merchant specific compliance requirements. 
  • Assist with dedicated freight routing coordination as needed, partnering with the Carrier Manager and fulfillment center teams to support route execution. 
  • Work with Merchant Success and fulfillment center operations to resolve documentation gaps and booking exceptions. 
  • Other duties as assigned.
• Forecasting & Reporting 
  • You will contribute to forecast accuracy and operational visibility through structured reporting and monitoring. 
  • Distribute weekly carrier forecasts in accordance with the approved carrier list and forecast SOP. 
  • Monitor forecast accuracy using S&OP Power BI; flag material variances for review with the Carrier Manager. 
  • Compile and submit daily operational reporting inputs, including DBR contributions and end-of-day tracking or exception summaries. 
  • Configure carrier pickup holidays at the start of each month to maintain schedule and forecast accuracy. 
  • Other duties as assigned 
• Performance & Quality 
  • You will help maintain service quality through trend monitoring, escalation, and SOP support. 
  • Monitor carrier performance trends within assigned scope and escalate recurring service issues or regional anomalies to the Carrier Manager. 
  • Action execution level quality items assigned by the carrier quality team and ensure timely closure within the region. 
  • Support the development and ongoing maintenance of transportation SOPs and operational documentation. 
  • Other duties as assigned 

What you’ll bring to the table: 

• Bachelor’s degree in Supply Chain Management, Business Administration, or a related field; equivalent experience considered. 
• 3–5 years of experience in transportation, carrier operations, or supply chain execution with hands-on ownership of final mile or freight coordination. 
• Solid working knowledge of carrier operations — pickup execution, service failure patterns, and carrier accountability practices. 
• Strong organizational skills with the ability to manage multiple carrier relationships and competing priorities simultaneously. 
• Proficiency in Microsoft Excel and familiarity with BI or reporting tools; Power BI and TMS/LMS experience a plus. 
• Clear communicator — comfortable coordinating with carriers, escalating to leadership, and updating merchant-facing teams on operational status. 
•  Proactive and solutions-oriented — you identify issues early, follow through on resolution, and bring structure to fast-moving operational situations. 

Perks & Benefits: 

• Health and Wellness Benefits Stipend 
• WFH Phone/Internet Stipend 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 
  

#LI-PN1