As a member of the ShipBob Team, you will...

- Grow with an Ownership Mindset : We champion continuous learning and innovation. Youll 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 youre 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 Explicit 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 - India

Role Description:

The Manager, Merchant Ops Team is responsible for leading a team of Leads and Analysts focused on merchant support operations within Control Tower. This role drives team performance, service level adherence, quality outcomes, and operational excellence while ensuring timely resolution of merchant inquiries and escalations. The Manager partners cross-functionally to improve processes, enhance the merchant experience, and develop a high-performing team through coaching, accountability, and continuous improvement. This role reports to the Senior Manager, Control Tower,



who also serves as the backup for this role.

Team Leadership People Development

- Facilitate and develop a team of Merchant Operations stakeholders and Analysts, fostering a high-performance and accountable team culture.
- Conduct regular coaching sessions, performance reviews, and career development discussions for direct reports.
- Ensure bi-weekly 1:1s, clear goal setting, and documented development plans through Lattice.
- Drive employee engagement, team morale, and retention through continuous feedback and recognition programs.
- Manage workforce planning, attendance, shift coverage, and resource allocation to meet business requirements.

Operational Excellence Performance Management

- Own overall Merchant Ops performance against established KPIs, SLAs, quality standards, and productivity targets.
- Monitor ticket queues and case volumes across Jira, Salesforce, and other operational systems to ensure timely resolution and workload balancing.
- Ensure adherence to documented SOPs, Confluence standards, and operational processes.
- Conduct regular audits to identify process gaps, compliance risks, and execution inconsistencies.
- Develop and execute action plans to improve service quality, operational efficiency, and merchant experience.

Escalation Stakeholder Management





- Serve as the primary escalation point for complex merchant, operational, and cross-functional support issues.
- Partner closely with Fulfillment Centers, Operations, Product, Engineering, Merchant Success, and other internal stakeholders to drive issue resolution.
- Communicate operational risks, trends, and performance updates to Control Tower stakeholders in a timely manner.
- Ensure smooth handoffs, knowledge sharing, and coordination across shifts and partner teams.

Reporting, Analytics Continuous Improvement

- Leverage operational data, performance dashboards, and trend analysis to identify business opportunities and process enhancements.
- Own daily, weekly, and monthly reporting for stakeholders reviews.
- Drive automation, workflow improvements, and standardization initiatives to reduce manual effort and increase operational effectiveness.
- Facilitate root cause analysis efforts and execute corrective action plans for recurring operational challenges.
- Support special projects, organizational initiatives, and business continuity activities as required.

Additional Responsibilities

- Perform other duties as required to support team and organizational objectives.

What you ll bring to the table:

- 6+ years of experience in Operations, Merchant Support, Customer Support, Control Tower, Logistics, or E-commerce environments.
- 3+ years of people management experience leading frontline teams, team leads, or operational support functions.
- Strong experience managing performance through KPIs, SLAs, quality frameworks, and operational scorecards.

📌 Manager, Control Tower (India)
🏢 ShipBob
📍 India