Senior Director, Control Tower

Responsibilities

• Champion the deployment of AI-driven tools and process automation within Merchant Operations to improve service quality, reduce resolution times, and increase team capacity without proportional headcount growth.
• Provide cross-cultural leadership to a geographically distributed organization, fostering an inclusive, high-accountability culture that bridges time zones, communication styles, and organizational contexts.
• Accountable for establishing performance objectives, developing operational metrics aligned with these objectives, and delivering results on behalf of ShipBob merchants.
• Develop and maintain a high-bar organization by selecting, appointing, and developing people who embody the culture, skills and drive contributing growth of ShipBob.
• Drive associate engagement throughout teams to improve leader and business performance.
• Direct all functions within budgets and drive cost improvement year-over-year. Develop effective organizational structures.
• Create a motivating environment to help people through change in a positive manner successfully; foster open communications, continuous improvement, and innovation; minimize complexity; maintain stability; involve others in decision making.
• Authentically build trusted relationships and collaborate globally with diverse, and multi-functional teams to successfully drive business objectives.
• Additional duties and responsibilities as necessary.
• What you'll bring to the table:
• BS/BA degree in Transportation, Logistics, Supply Chain, Business Administration, or related field from an accredited college or university; MBA or MA/MS in supply chain management, operations, or business is a plus.
• 10+ years of operational leadership experience with a strong blend of supply chain and customer service or merchant operations; demonstrated ability to build, scale, and culturally lead large remote service teams.
• Proven experience leading large-scale remote customer service or merchant operations teams,

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 these states: AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, RI, SC, TN, TX, VA, VT, WA, WI Role Description: This role is designed for someone who is eager to drive the next level of innovation within the e-commerce logistics space in an extremely high-growth environment. We are looking for a high-energy supply chain expert to dive in, bring a knack for doing the impossible, and scaling logistics infrastructure at lightning speed. If you are highly curious with the ability to think strategically and can effectively execute through multiple levels, then we want you as part of our team. This role is not your ordinary job, there is never a dull day! The team you will be working with have all been there, done that, and bought the tshirt! We are bringing new and exciting supply chain offerings to our merchants and need someone who is excited to be a builder.

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