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Professional Services Operations Manager

4 months ago

Carlsbad, United States ShipCalm Full time

ShipCalm is transforming the way eCommerce companies run their operations. Our Mission is to make our customers more successful. We provide supply chain, logistics, and warehousing services along with technology solutions that enable small and mid-sized businesses to operate with the efficiency of major enterprises.

The ideal candidate will enjoy details, getting things right, and knowing they are setting others up for success. The candidate will want to work in a smaller, growing company where you are a person and not a number. This person will have a desire to learn and grow with ShipCalm. We don't need perfection - we are all works in progress.

What:

Remove roadblocks for your client (C1s).

Increase customer happiness for your clients' end customers (C2s).

Optimize unit economics for your clients' business (C1s).

How:

Client-facing interactions: Fractional Operations Manager (fOM) for the clients of the Operations Professional Services Team including timely, responsive, and diligent in client communication, responses, and assistance for 8+ clients.

Staff augmentation and outsourced operational execution: Executing operations activities and providing accurate and timely communication for your clients as a member of the client's operations team. "Operational execution" is defined by the following categories: Customer-facing communication.

Project Management.

Order management of the DTC lane.

Order management of the B2B lane.

Daily-pace tasks such as ASNs, delivery appointments, inventory reconciliations, container delivery confirmations, etc.

ShipCalm QuickCalmTicket creation / customer Ticket management.

Client SOP creation

Escalation of issues to fDOO and/or Director of Professional Services.

Team Ambassador: Liaise between the client and key ShipCalm stakeholders such as the Director of Professional Services, Operations Experience Team, Customer Experience Team, and Warehouse Team as a representative of the client.

Weekly email/slack updates at (at least) 1 weekly for client calibration.

Develop and possess deep knowledge of ShipCalm systems and processes to ensure full and complete onboarding of new Pro Service customers that creates stability and success within the ShipCalm environment.

Skills, Certifications & Technology Expectations

The following list of specific skills and technology expectations with various competency levels are expected of this role:

WMS Expertise - High (Infoplus specifically a plus)

OMS Expertise - High (ShipStation specifically a plus)

Selling Channel (Shopify) Expertise - High

Amazon Vendor Central Expertise - Medium

ERP Experience - Medium (Netsuite specifically a plus)

Google Sheet/Excel Expertise - Intermediate

Ability to independently and creatively explore possible solutions to complex and sometimes ambiguous problems - High

Ability to navigate and understand interacting complex technical systems - High

Ability to interface directly with and graciously support clients in navigating complex technical systems - High

Ability to communicate clearly and concisely in written (documentation, email, chat) and verbal (meetings, presentations, phone) forms - High

Ability to quickly learn and support new software systems - High

Project Management Tool Expertise - Moderate (ClickUp specifically a plus)

PMP Accreditation and/or Project Management Expertise a plus - Low

Who Are You

The following list of specific personality traits will set you up for success in this role:

3+ years of experience in e-commerce operations, third party logistics, buying, inventory planning and/or supply chain management.

Great mediation and negotiation skills are required.

1-2 years of experience in consulting a plus.

Experience working at a 3PL a plus.

Thrives in a fast-paced environment interfacing with a variety of different personalities.

Ability to think on your feet and out of the box.

Reporting Manager Role

This role reports to: Director of Operations Professional Services.

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