Supply Chain Success Manager

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 ShipBob’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 ShipBob 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 ShipBob’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 ShipBob 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 ShipBob’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 cross-functional projects through ambiguity, influencing without direct authority and entrepreneurial mindset.
• Business review and client-facing presentation experience at senior/executive levels.
• Ability to resolve escalations and negotiate solutions under pressure.
• Demonstrated ability to communicate complex ideas clearly and persuasively, both in writing and verbally, while adapting style to diverse audiences including executives, cross-functional teams, and external partners.
• High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms.

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. We are targeting a salary range of $113,924 - $151,898 for this role. The full base pay range for this position in our compensation architecture is $113,924 - $189,873. 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.

Perks & Benefits:

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• 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)