Director, Operations Continuous Improvement

About the role

ShipMonk is building a dedicated Operations Continuous Improvement function- a new capability designed to systematically identify, prioritize, and close performance gaps across our fulfillment network. This is an operational leadership role accountable for driving measurable improvement in cost, quality, and speed. As Director of Operations Continuous Improvement, you will stand up and lead the CI function from the ground up- building the team, establishing the problem backlog and project cadence, and delivering high-impact results across our facilities and merchant-facing operations. You will work in close partnership with our central Launch & Process Excellence function, which owns network level launch, process standards, and documentation, to ensure CI projects land in a governed, scalable system.

Responsibilities

• 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.
• Partner with Central Process Excellence
• Serve as the primary interface between the CI function and the Process Excellence (PE) team, ensuring CI project outcomes are reflected in updated process documentation and governance.
• Feed the PE team with real-world signals from the ops floor- highlighting where documented standards have drifted from practice, where gaps exist, and where new standards are needed.
• Data, Analytics, & Tooling
• 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.

Requirements

• Bachelor's degree in Industrial Engineering, Supply Chain, Operations Management, Business, or a related field.
• Minimum of 8 years of experience in operations, with at least 3 years in a leadership role directly managing CI or operational improvement programs.
• Demonstrated track record of building CI functions or programs-not just participating in them- with measurable financial and operational impact.
• Deep proficiency in Lean and/or Six Sigma methodologies. Black Belt certification strongly preferred.
• Experience in e-commerce fulfillment, 3PL, distribution center, or high-volume logistics environments strongly preferred.
• Strong analytical capabilities- comfortable working with large operational datasets and translating data into insight and action using tools such as Google Sheets, Excel, Metabase, Tableau, or similar.
• Proven ability to influence without authority across a complex, multi-site, cross-functional organization.
• Exceptional communication and executive presence- able to present CI roadmaps and outcomes clearly to both operational and senior leadership audiences.
• Ability to travel up to 25-35% to support multi-site engagement and on-site project leadership.
• What Will Set You Apart
• Experience standing up a CI function from scratch in a high-growth, operationally complex environment.
• Familiarity with WMS and the ability to leverage system data directly in improvement work.
• Experience managing complex projects working cross-functionally with commercial, analytics, product development, and operations. Project types will include launching new merchants in building, process change roll outs, WMS sy

Additional Information

ShipMonk isn't just a 3PL - we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.

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