Lead, Control Tower

IndiaRemotelead

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Quick Summary

Key Responsibilities

Team Management and Morale: Oversee team morale and overall shift health. Motivate the team to meet organizational goals, daily targets, and performance metrics while fostering a positive,

Requirements Summary

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.

Technical Tools

OtherLead

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 India

Role Description:

The Merchant Operations Lead serves as the first line of support for merchants and operational teams, ensuring SLA commitments are met and SOPs are consistently followed across the team. This role is responsible for managing and coaching a frontline team, serving as the primary escalation point for merchant-facing issues, and driving day-to-day accountability to performance standards. The Merchant OPS Lead monitors real-time merchant needs, ensures the team is equipped to resolve issues efficiently and in alignment with established processes, and acts as a cross-functional connector between merchants and internal operations to maintain a high standard of service delivery. This role reports to Manager, Control Tower.

What you’ll do:

Team Management and Morale:
- Oversee team morale and overall shift health.
- Motivate the team to meet organizational goals, daily targets, and performance metrics while fostering a positive, collaborative work environment.
- Manage team attendance, workload distribution, and coverage planning for holidays and unplanned absences to ensure consistent service quality for operations and merchants.
- Strengthen team capability by setting clear goals, supporting skill development, and creating growth opportunities tracked in Lattice.
- Conduct biweekly 1:1s to encourage open communication, inclusion, and continuous feedback.
Team Metrics & Performance:
- Own team performance against KPIs. Drive team performance against established KPIs, ensuring alignment with business and operational goals.
- Develop and execute action plans to maintain quality and ensure adherence to SOPs, addressing any deviations promptly.
- Maintain accurate training records and ensure team members are consistently following new or updated SOPs.
- Monitor, audit, and manage ticket queues across Salesforce and Jira to ensure timely resolution, proper prioritization, and compliance with performance expectations.
- Identify individual and team-level improvement areas and implement targeted improvement plans.
- Conduct bi-weekly product knowledge assessments with documented inspection points.
- Participate in calibration sessions with the Quality team to ensure alignment on audit standards and quality expectations.
- Perform other duties as required to support team and organizational objectives.

What you’ll bring to the table:

Total 5-6 years of experience in merchant/ customer support
Total 2-3 years of operational knowledge in E-commerce or warehousing.
Minimum 2-3 years of work experience in a leadership or early management role.
Graduate from any field.
Excellent verbal, written, and interpersonal communication skills. Fluent in the English language
Familiarity with interactive learning activities
Excellent communication and presentation skills.
Must be proficient with word processing (MS Word), spreadsheet (Excel), and presentation (PowerPoint) software programs.
Solid organizational skills to give the team direction.

Perks & Benefits:

Medical, Term & Accidental Insurance
All Purpose Leave (casual & sick time): 12 days
Earned Leave: 15 days
Public Holiday: 12 days
Generous Maternity & Paternity Leave
Quarterly Wellness Day
Work From Home Allowance
See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

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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, compensation and training.

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.