Principal Operations Support Manager

As a member of the ShipBob Team, you will... Grow with an Ownership Mindset : We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place. Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing. Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward. Location: 21705 W Mississippi St, Elwood, IL 60421 Role Description: The Principal Operations Support Manager serves as ShipBob’s most senior representative at a partner-operated fulfillment site and is the primary ShipBob owner of service-level performance for the Merchant. This is a hands-on, high-accountability role that sits close to the details . This role owns outcomes from dock to door, including inbound, stow, pick, pack, and ship, labor and capacity planning, and site expansion execution. I t educates, equips, and advises partner site leadership on ShipBob standard work, systems, and service-level expectations, and holds the site to agreed outcomes through data, influence, and clear escalation. This role reports into the ShipBob SFN Operations organization. Required Performance Standards: This role is accountable for monitoring the following standards daily, reporting them accurately, identifying gaps early, and driving corrective action and escalation through partner leadership. Outbound SLA: 95%+ orders picked up by carrier within 2 days of ingestion. Inbound receipt: 98%+ received and confirmed within 1 business day. Inbound stow: 95%+ stowed within 3 business days. Productivity: 100 UPH baseline through pick and pack. Order defect rate: Below 3%. How This Role Works With Our Partners: <span style=