Merchant Success Strategy – Ops Manager
ShipBob, Inc.
full-time
Posted on:
Location Type: Remote
Location: Alabama • Arizona • United States
Visit company websiteExplore more
Salary
💰 $101,629 - $169,381 per year
About the role
- Build and maintain the reporting, dashboards, and workflows that help Merchant Success understand merchant health, identify risk, forecast renewals, and uncover expansion opportunities.
- Design processes and playbooks that standardize how the team manages renewals, pricing conversations, escalations, Success Plans, and Business Reviews.
- Stand-up repeatable programs that boost retention and proactive account movement, including merchant forecasting signals, churn prevention motions, and lifecycle engagement frameworks.
- Represent Merchant Success in the S&OP process by translating merchant-level insights, demand changes, and forecasting assumptions into inputs that guide internal planning decisions.
- Create simple and actionable tools and templates that reduce manual effort and give MSMs more time to focus on strategic, proactive merchant engagement.
- Partner closely with Enablement to ensure new processes are introduced with documentation, training, and clear expectations that support adoption and accountability.
- Oversee cross-functional alignment by coordinating initiatives that span Success, Operations, Product, Finance, and Support—ensuring ownership, timelines, and outcomes are clearly defined.
- Serve as the point person for process, tooling, and reporting questions from the Merchant Success team, reducing one-off requests and improving self-service.
- Elevate organizational visibility by producing consistent, data-backed narratives that inform leadership decisions, signal emerging risks, and highlight opportunities for growth.
- Own critical operational rhythms—including forecasting cadences, program tracking, and performance reviews—that keep teams focused, informed, and moving in the same direction.
- Take on additional projects that support Merchant Success maturity, operational efficiency, and merchant value creation as our organization scales.
- Additional duties and responsibilities as necessary.
Requirements
- 6-7+ years of experience in merchant success/revenue operations or a similar role.
- You’ve worked directly with or alongside Customer Success or Revenue organizations, and you understand what it takes to retain and grow existing accounts in a recurring revenue model.
- You thrive in environments with ambiguity and enjoy building structure where none exists—creating clarity, order, and measurable outputs.
- You think in systems. You can zoom out to diagnose root causes and zoom in to build workflows, tools, and mechanisms that solve problems permanently.
- You’re energized by data. You know how to pull insights from dashboards, spot signals, and turn trends into recommendations that drive action.
- You’re a builder at heart—someone who’d rather design a scalable process than manage a broken one.
- Collaboration comes naturally to you, and you’re skilled at working across functions to align priorities, unlock bottlenecks, and create operating models that work for everyone.
- You have a bias for action and the resilience to move forward even when direction isn’t fully defined.
- You care deeply about improving the experience for internal teams and merchants, and you take pride in creating tools, processes, and programs that make others more effective.
- Global mindset? Bonus points. You’re comfortable designing processes that scale across markets, teams, and time zones.
Benefits
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Paid Holidays & Flexible Time Off Program
- Paid Sick Leave
- Wellness Days (1 day/quarter)
- 401K Match
- Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
- See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
reportingdashboardsworkflowsmerchant forecastingchurn preventionlifecycle engagementdata analysisprocess designprogram trackingperformance reviews
Soft skills
collaborationproblem-solvingadaptabilitydata-driven decision makingorganizational skillscommunicationstrategic thinkingresiliencecustomer focuscreativity