Manager, Control Tower

About this role

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:

The Manager, Merchant Ops Team is responsible for leading a team of Leads and Analysts focused on merchant support operations within Control Tower. This role drives team performance, service level adherence, quality outcomes, and operational excellence while ensuring timely resolution of merchant inquiries and escalations. The Manager partners cross-functionally to improve processes, enhance the merchant experience, and develop a high-performing team through coaching, accountability, and continuous improvement.