Senior Director, Control Tower

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: Remote in these states: AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, RI, SC, TN, TX, VA, VT, WA, WI Role Description: This role is designed for someone who is eager to drive the next level of innovation within the e-commerce logistics space in an extremely high-growth environment. We are looking for a high-energy supply chain expert to dive in, bring a knack for doing the impossible, and scaling logistics infrastructure at lightning speed. If you are highly curious with the ability to think strategically and can effectively execute through multiple levels, then we want you as part of our team. This role is not your ordinary job, there is never a dull day! The team you will be working with have all been there, done that, and bought the tshirt! We are bringing new and exciting supply chain offerings to our merchants and need someone who is excited to be a builder. What you’ll do: Manage and direct global ShipBob Control Tower and Merchant Operations teams operating across all time zones. Of importance will be the responsibility to set the vision and standards, direct both functions, and build high-performing teams aligned with the strategy to supervise the major functions inherent within the scope of responsibility. Lead and scale a large, remote Merchant Operations team based in India — a customer-facing function focused on delivering exceptional merchant experiences. Establish service standards, set cultural tone, build a merchant-first operating model, and develop the organizational capability to rapidly grow alongside ShipBob’s merchant base. Champion the deployment of AI-driven tools and process automation within Merchant Operations to improve service quality, reduce resolution times, and increase team capacity without proportional headcount growth. Provide cross-cultural leadership to a geographically distributed organization, fostering an inclusive, high-accountability culture that bridges time zones, communication styles, and organizational contexts. Accountable for establishing performance objectives, developing operational metrics aligned with these objectives, and delivering results on behalf of ShipBob merchants. Inform product roadmaps to achieve scale at ShipBob by transitioning manual control tower and merchant operations work into technology-driven mechanisms; actively identify and implement AI solutions that address merchant experience challenges and create operational leverage without adding headcount. Develop and maintain a high-bar organization by selecting, appointing, and developing people who embody the culture, skills and drive contributing growth of ShipBob. Drive associate engagement throughout teams to improve leader and business performance. Direct all functions within budgets and drive cost improvement year-over-year. Develop effective organizational structures. Create a motivating environment to help people through change in a positive manner successfully; foster open communications, continuous improvement, and innovation; minimize complexity; maintain stability; involve others in decision making. Authentically build trusted relationships and collaborate globally with diverse, and multi-functional teams to successfully drive business objectives. Additional duties and responsibilities as necessary. What you’ll bring to the table: BS/BA degree in Transportation, Logistics, Supply Chain, Business Administration, or related field from an accredited college or university; MBA or MA/MS in supply chain management, operations, or business is a plus. 10+ years of operational leadership experience with a strong blend of supply chain and customer service or merchant operations; demonstrated ability to build, scale, and culturally lead large remote service teams. Proven experience leading large-scale remote customer service or merchant operations teams, ideally in a global or offshore context, with a track record of improving merchant or customer satisfaction at scale. Working knowledge of lean methodologies, process improvement, and the operational metrics and systems that drive continuous improvement across both logistics and customer service environments. Excellent research skills and solid business acumen. Experience managing and operating P&L responsibilities of $200M+ annual supply chain/logistics spend. Perks & Benefits: Medical, Dental, Vision & Basic Life Insurance Paid Maternity/Parental Leave Program Paid Holidays & Flexible Time Off Program Paid Sick Leave Wellness Days (1 day/quarter) 401K Match Comprehensive Benefits Package >>> https://www.shipbob.com/careers/ See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The full base pay range for this position in our compensation architecture is $160,839 - $268,065. In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies. 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. About You: Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you. Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page ( https://www.shipbob.com/careers/culture/ ). About Us: ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago. At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers. We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human. 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, c ompensation and training. There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis .