Director – Merchant Launch Operations

We are seeking a highly skilled and experienced Director to join our Launch Operations team at ShipMonk. As a member of the Launch Operations team, this role will play a pivotal role in the planning and execution of high-impact, high-visibility projects and initiatives, while driving operational excellence across our fulfillment centers.

What you’ll do:

• Build & Lead the Ops CI Function
• Design and operationalize the Ops CI function at ShipMonk, including intake processes, project governance, and reporting cadence.
• Hire, develop, and lead a team of Ops CI managers embedded across the network.
• Establish and maintain a prioritized problem backlog, ensuring the team is always working on the highest-impact opportunities.
• Create visibility for Ops CI work across the organization- from the ops floor to the executive team- through a consistent cadence of reviews and change management.
• Drive Performance Improvement
• Own a portfolio of projects across fulfillment operations, cross-functional domains, merchant onboarding, and compliance programs.
• Apply structured problem-solving methodologies (Lean, Six Sigma, or equivalent) to diagnose root causes, design solutions, and implement changes that stick.
• Set and track KPIs for CI project outcomes- cost savings, throughput and speed improvements, quality- and report on progress to senior leadership.
• Partner with General Managers and functional leaders to identify and size improvement opportunities, and ensure operational buy-in for change implementation.
• Change Management & Culture
• Champion a culture of continuous improvement across ShipMonk- making problem-solving accessible and habitual at every level of the organization.
• Design and deliver CI training and capability-building programs for operations leaders and frontline teams.
• Lead change management efforts for major CI initiatives, ensuring sustainable adoption rather than one-time fixes.
• Merchant Launch & Solutions:
• Support the analysis of merchant attributes and SKU profiles to determine effective solution(s) 
• Own the successful design, execution and oversight of merchant launches, ensuring all operational aspects are thoroughly planned and executed.
• Coordinate with cross-functional teams to ensure all merchant launch requirements are met and any issues are promptly addressed.
• Define, track, and analyze metrics related to the launch of new merchants.
• Develop and support the implementation of new service offerings.
• Train and support Operations teams on new merchant solutions and service offerings, ensuring a smooth transition and effective utilization.
• Data, Analytics, and Tooling:
• Develop and implement user-friendly workflows using tools such as Asana, Slack, Salesforce, and Google-based applications to streamline processes.
• Design and maintain dashboards and reporting tools to provide actionable insights and support data-driven decision-making.
• Use data to drive every stage of the CI lifecycle- from opportunity identification and sizing to solution design and impact measurement.
• Partner with the Analytics team to develop insights that surface performance gaps and track improvement trends across facilities.
• On-Site Support & Leadership Development:
• Provide on-site support and leadership development, ensuring team members are well-trained and equipped to meet operational challenges of the launch
• Mentor and coach team members to build leadership capabilities and foster a culture of continuous improvement.

What you’ll need:

• Bachelor’s degree in industrial engineering, supply chain management, logistics, or a related field
• Minimum of 8 years of experience in e-commerce fulfillment operations, inventory management, and process optimization, with at least 3 years in a leadership role directly managing operations programs and projects
• Strong leadership and team management skills with a proven track record of driving results.
• Excellent analytical and problem-solving abilities with a detail-oriented mindset. Ability to analyze data and generate actionable insights using analytical tools such as MS Excel, Google Sheets, Metabase, Tableau, etc
• Proficiency in warehouse management systems (WMS) and how they translate to operational process
• Strong communication and interpersonal skills with the ability to collaborate effectively across departments and levels of the organization
• Lean program leadership and/or certification(s) preferred
• Preferred experience in Wholesale/B2B fulfillment
• Ability to travel 25-35% to support multi-site engagement, on-site project leadership, and managing a distributed team