Manager, Control Tower

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 - India Role Description: We are looking for a dedicated Manager for Merchant OPS. You will be responsible for managing a team of vertical leaders, analysts as well as a support team during a specified shift time, fostering a positive work environment, ensuring customer satisfaction and proper team operation.

You will have a hands-on approach and be committed to the expansion & success of the business by implementing strategies that increase productivity and enable the company to hit Service Level Agreements, specific vertical KPI’s, create SOPs, training documents, maintaining attendance records, delivering weekly feedback on 1/1s, quarterly KPIs, performance review, etc. This role reports to the Senior Manager, Control Tower, who also serves as the backup for this role. What you’ll do: Team Management and Strategy Motivate the team to meet organizational goals, daily targets, and performance metrics while fostering a positive, collaborative work environment, including bi-weekly report-outs to your senior manager on team health and attendance.

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 through clear goal setting, skill development support, and creation of growth opportunities tracked in Lattice and career paths for direct reports. Conduct bi-weekly 1:1s to encourage open communication, inclusion, and ongoing feedback.

Team Metrics and performance Management of a remote team of analysts and support staff overseeing multiple operational verticals, including Outbound (B2C), Inbound, B2B/VAS operations, and Fulfillment Center (FC) support across the network. Develop and implement data‑driven action plans aligned to workload, volume trends, and automation opportunities to reduce manual work. Maintain accurate and up‑to‑date team records for all direct reports.

Follow up on daily operational cadence for the analysts and adhere to a very strict timeline of actionable events including breached order analysis, root cause identifications and resolution of process breakdown, etc. Prepare and deliver timely, clear, and data-backed communications to senior leadership and network stakeholders on operational updates, critical events, and Business Continuity and Disaster Recovery (BCDR)–related processes. Partner closely with cross-functional internal teams andexternal partners to manage SLAs, handle merchant escalations, and ensure seamless issue resolution.

Manage performance KPIs for each team member for both weekly and quarterly setting quarterly goals for all specific vertical teams’ success and in line with process improvement. Owning and managing the backlog for all verticals, both physical and systematic dwell for IB, D2C, B2B+VAS, returns, Invoicing all areas. Also maintaining the daily cleanliness and accuracy checks for Power BI reports.

Leverage data-driven reporting and analysis to identify systemic process gaps, recurring issues, and failure points across operational verticals including dwells for all the verticals and drive corrective actions. knowledge with other teams, partner sites and leadership on effective practices, competitive intelligence, business opportunities, and needs. Collaborate with other shift managers within the CT team to ensure accurate data handoffs during shift transitions and effective communication of open issues, risks, and ongoing events. Produce and distribute daily performance reports to CT Senior Management, highlighting task execution, gaps, misses, and corrective actions.

Perform additional duties and

Medical, Term & Accidental Insurance All Purpose Leave (casual & sick time): 12 days Earned Leave: 15 days Public Holiday: 12 days Generous Maternity & Paternity Leave Quarterly Wellness Day Work From Home Allowance See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) We recognize that people come with a wealth of experience and talent beyond just the technical