Director, Merchant Launch Operations

About this role

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.

We are seeking a highly skilled and experienced Director to join our Launch Operations team at ShipMonk. As a member of the Launch Operations team, this role will play a pivotal role in the planning and execution of high-impact, high-visibility projects and initiatives, while driving operational excellence across our fulfillment centers.

What you’ll do:

• 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.

• Merchant Launch & Solutions:

• Support the analysis of merchant attributes and SKU profiles to determine effective solution(s)

• Own the successful design, execution and oversight of merchant launches, ensuring all operational aspects are thoroughly planned and executed.

• Coordinate with cross-functional teams to ensure all merchant launch requirements are met and any issues are promptly addressed.

• Define, track, and analyze metrics related to the launch of new merchants.

• Develop and support the implementation of new service offerings.

• Train and support Operations teams on new merchant solutions and service offerings, ensuring a smooth transition and effective utilization.

• Data, Analytics, and Tooling:

• Develop and implement user-friendly workflows using tools such as Asana, Slack, Salesforce, and Google-based applications to streamline processes.

• Design and maintain dashboards and reporting tools to provide actionable insights and support data-driven decision-making.

• 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.

• On-Site Support & Leadership Development:

• Provide on-site support and leadership development, ensuring team members are well-trained and equipped to meet operational challenges of the launch

• Mentor and coach team members to build leadership capabilities and foster a culture of continuous improvement.

What you’ll need:

• Bachelor’s degree in industrial engineering, supply chain management, logistics, or a related field

• Minimum of 8 years of experience in e-commerce fulfillment operations, inventory management, and process optimization, with at least 3 years in a leadership role directly managing operations programs and projects

• Strong leadership and team management skills with a proven track record of driving results.

• Excellent analytical and problem-solving abilities with a detail-oriented mindset. Ability to analyze data and generate actionable insights using analytical tools such as MS Excel, Google Sheets, Metabase, Tableau, etc

• Proficiency in warehouse management systems (WMS) and how they translate to operational process

• Strong communication and interpersonal skills with the ability to collaborate effectively across departments and levels of the organization

• Lean program leadership and/or certification(s) preferred

• Preferred experience in Wholesale/B2B fulfillment

• Ability to travel 25-35% to support multi-site engagement, on-site project leadership, and managing a distributed team

About ShipMonk

ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.

Why ShipMonk?

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

• Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
● Unrivaled Support: We provide…