Director, Control Tower

3 months ago
Full-time
Executive
Customer and Technical Support
ShipBob

ShipBob

ShipBob is a global ecommerce fulfillment solution that empowers businesses to scale, offer 2-day shipping, manage inventory, and streamline shipments. With a focus on simplifying the shipping process, ShipBob provides best-in-class supply chain soluti...

Air Freight & Logistics
251-1K
Founded 2014
$330M raised

Description

  • Lead and manage the Merchant Operations department in India, supporting global merchants and internal operations teams.
  • Own the development, continuous improvement, and delivery of an exceptional merchant experience.
  • Define and execute the Merchant Ops vision and strategy in partnership with U.S. Control Tower stakeholders.
  • Deliver OKRs and performance measures while identifying gaps and driving continuous improvement.
  • Develop and coach a team of Leads and Specialists, including change readiness, resilience, and performance management.
  • Partner with Finance to manage headcount planning, budget adherence, and cost or investment initiatives.
  • Establish and track critical metrics, KPIs, and leading and lagging indicators for operational performance and risk.
  • Advocate for the merchant voice across internal partners to improve satisfaction and enable scale.
  • Report findings and recommendations to operations stakeholders with strong presentation and interpersonal skills.
  • Drive process, tool, reporting, governance, and compliance improvements across merchant care activities.

Requirements

  • 10+ years of overall experience, including at least 5 years in operations people management in a BPO or customer service organization at scale.
  • Experience scaling and building operational teams, including people, processes, and programs.
  • Strong leadership, decision-making, and motivation skills with a track record of working effectively across all levels.
  • Experience managing e-commerce customer operations for SMBs in the U.S. and Europe is preferred.
  • Results-focused, forward-thinking problem solver with the ability to drive shared outcomes across internal and external teams.
  • Ability to develop and communicate a clear vision, strategy, and strategic direction.
  • Ability to interpret qualitative and quantitative data and turn it into structured, actionable insights.
  • Experience applying a hands-on approach to operational leadership and continuous improvement is required.
  • Ability to work the stated shift hours of 7:30 PM IST to 4:30 AM IST in a remote role based in India.

Benefits

  • Medical, term, and accidental insurance.
  • All-purpose leave of 12 days for casual and sick time.
  • Earned leave of 15 days.
  • 12 public holidays.
  • Generous maternity and paternity leave.
  • Quarterly wellness day.
  • Work-from-home allowance.
  • Access to AI and productivity tools from day one at no cost.

Interested in this position?

Apply directly on the company website

Apply Now

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