Supply Chain Success Manager

Overview

As a member of the Ship Bob Team, you will...

• Grow with an Ownership Mindset
  :
  We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of Ship Bob.
• Collaborate with Peers and Leaders Alike
  :
  Ship Bob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
• Experience a High-Performance Culture and Clear Purpose
  :
  Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: This role requires working onsite at our Innovation Center in North Aurora, IL at least 50% of the time.

Role

Description:

The Supply Chain Success Manager plays a critical role in managing and scaling Ship Bob’s most strategic merchant partnerships. Sitting at the intersection of account management, operations, and program leadership, this role blends on-site fulfillment expertise with executive-level relationship management to deliver long-term success for both Ship Bob and our merchants. This role reports to the Director, Merchant Success.

The SCSM will:

• Act as the program lead for assigned top merchants, building and running success frameworks that align operational performance with strategic growth goals.
• Partner directly with Ship Bob’s fulfillment center teams (primarily at Aurora, IL facility) to ensure processes, SLAs, and escalations are managed with speed and accountability.
• Run cross-functional initiatives spanning Success, Operations, Product, and Finance to deliver scalable solutions for complex merchant needs.
• Serve as a trusted advisor to executive stakeholders at both Ship Bob and the merchant, ensuring visibility into performance, risks, and opportunities.

Success for this role is measured by the ability to build robust operating rhythms
, resolve escalations through on-site leadership
, and push expansion outcomes across domestic and international growth.

What you’ll do:

• Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy.
• Split time between Ship Bob’s Aurora fulfillment center (50%) and remote work to balance on-site execution with strategic planning.
• Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships.
• Partner with Operations leaders on-site to track KPIs, implement process improvements, and resolve escalations quickly.
• Oversee cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects.
• Spur executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities.
• Act as a liaison between merchants and fulfillment center leadership, translating merchant needs into operational action plans.
• Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery across the portfolio.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• 8+ years of experience in account management or program management in a supply chain/logistics role.
• Direct project management experience, certifications and training is a bonus.
• On-site fulfillment or warehouse operations experience, with ability to partner effectively with front-line and leadership teams.
• Established track record of managing enterprise-level clients and building executive-level relationships.
• Excellent ability to lead…