As a member of the Ship Bob Team, you will...

• Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of Ship Bob.

• Collaborate with Peers and Leaders Alike: Ship Bob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all sethigh standards and understand the importance oftransparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.

• Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: Hybrid in Sydney, Australia

Role Description:

We are looking for a Principal Merchant Implementation Manager to lead the onboarding process for new merchants joining Ship Bob. As a Principal Merchant Implementation Manager, you will be tasked with delivering projects on time and within budget by collaborating with key internal and external stakeholders, spurring action and achieving desired outcomes. This role is essential in upholding a best-in-class merchant experience.

A successful Principal Merchant Implementation Manager enables merchants to configure and optimize software and fulfillment services confidently, demonstrates adept problem solving, decision making, project management and excellent communication skills and swiftly addresses challenges. This role adds value by providing scalable solutions to our merchants, setting them on the path to sustained success. This role reports to the Manager, Merchant Implementation.

What you’ll do:

Project Management:

• Establish and maintain communication with key stakeholders to set expectations for the project plan including deliverables, timelines and milestones.

• Proactively identify and mitigate potential risks by consulting with internal subject matter experts to ensure project objectives are met without major disruptions.

• Create and maintain comprehensive project documentation, including meeting notes, timelines, progress reports and key deliverables.

• Own the full project lifecycle, driving the strategic planning, execution and delivery of complex, cross-functional projects while aligning with key business objectives.

Consultation:

• Act as the merchant’s principal onboarding advisor with expert-level Ship Bob capability knowledge while aligning with their long-term growth strategy.

• Expertly manage stakeholder relationships, offering respectful and collaborative pushback when merchant expectations outpace platform capabilities, guiding towards feasible solutions that achieve mutual success.

• Collaborate with senior leadership internally and externally, driving strategic initiatives that align company-wide resources and exceed merchant expectations.

Configuration:

• Run complex integrations of Ship Bob’s software solutions, addressing operational requirements while ensuring seamless order fulfillment and scalability.

• Utilize innovative problem-solving approaches to resolve challenges, anticipate potential roadblocks, and provide solutions to complex issues.

• Exercise sound judgment and guide merchants towards alternative strategies when their goals and Ship Bob’s capabilities are misaligned.

• Collaborate cross-functionally to design and implement operational workflows focused on scalability and continuous improvement.

Training:

• Conduct tailored training sessions based on merchant needs and dashboard configurations and functionalities, aligning merchant objectives with Ship Bob’s capabilities to drive the use and adoption of key functions and features.

• Proactively create self-service reference materials that drive adoption, enabling merchants to independently maximize the value of Ship Bob’s tools and features.

• Mentor internal teams, providing support through onboarding, training, and sharing knowledge to foster continuous improvement and high service delivery standards.

• Travel: Up to 30% travel required.

• Other duties/responsibilities as necessary.

What you’ll bring to the table:

• Minimum 4-6 years of experience in Merchant Implementation, Merchant Success, Project Management or a similar role.

• Minimum 5 years of experience in working with mid-market and/or enterprise merchants

• Excellent Project Management skills.

• Keen perceptive intelligence in assessing merchant needs and driving solutions.

• Ability to clearly articulate technical topics to a non-technical audience.

• Ability to communicate effectively through verbal and written communication.

• Experience collaborating cross-departmentally to deliver comprehensive solutions.

• Experience with APIs, ERP, IMS and OMS systems.

• Experience with E-Commerce platforms such as Shopify, Big Commerce, Magento or Woo Commerce

• Ability to work independently with minimal leadership guidance

• Experience using Jira, Excel, PowerPoint, Salesforce, or similar tools.

Perks & Benefits:

• Health and Wellness Benefits Stipend

• WFH Phone/Internet Stipend

• 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 requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You:

The work we do at Ship Bob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us:

Ship Bob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize Ship Bob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across Ship Bob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. Ship Bob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and Soft Bank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.

*Ship Bob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. *

*There is no deadline to apply for this position, as Ship Bob accepts applications on an ongoing basis. *