Lead, Control Tower

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, 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.

Benefits

Additional Information

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.

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