Product Designer, Design Foundations
Patreon
Portfolio Success Manager
ShipBob, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: North Aurora • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $113,924 - $151,898 per year
Job Level
SeniorLead
About the role
- Act as the program lead for assigned top merchants, building and running success frameworks that align operational performance with strategic growth goals
- Partner directly with ShipBob’s fulfillment center teams (primarily at Aurora, IL facility) to ensure processes, SLAs, and escalations are managed with speed and accountability
- Run cross-functional initiatives spanning Success, Operations, Product, and Finance to deliver scalable solutions for complex merchant needs
- Serve as a trusted advisor to executive stakeholders at both ShipBob and the merchant, ensuring visibility into performance, risks, and opportunities
- Build robust operating rhythms, resolve escalations through on-site leadership, and push expansion outcomes across domestic and international growth
- Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy
- Split time between ShipBob’s Aurora fulfillment center (50%) and remote work to balance on-site execution with strategic planning
- Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships
- Partner with Operations leaders on-site to track KPIs, implement process improvements, and resolve escalations quickly
- Oversee cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects
- Spur executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities
- Act as a liaison between merchants and fulfillment center leadership, translating merchant needs into operational action plans
- Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery across the portfolio
- Report to the Director, Merchant Success and perform additional duties as necessary
Requirements
- 8+ years of experience in account management or program management in a supply chain/logistics role
- Direct project management experience, certifications and training is a bonus
- On-site fulfillment or warehouse operations experience, with ability to partner effectively with front-line and leadership teams
- Established track record of managing enterprise-level clients and building executive-level relationships
- Excellent ability to lead cross-functional projects through ambiguity, influencing without direct authority and entrepreneurial mindset
- Business review and client-facing presentation experience at senior/executive levels
- Ability to resolve escalations and negotiate solutions under pressure
- Demonstrated ability to communicate complex ideas clearly and persuasively, both in writing and verbally, while adapting style to diverse audiences including executives, cross-functional teams, and external partners
- High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms
Benefits
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Flexible Time Off Program
- Paid Sick Leave
- Floating Holidays (2 days/year)
- Wellness Days (1 day/quarter)
- 401K Match
- Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
- Opportunity to be eligible for participation in the Company's discretionary bonus plan
- Competitive total compensation package with a pay for performance approach
- Check us out on Instagram (@lifeatshipbob)
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
account managementprogram managementproject managementsupply chainlogisticsKPI trackingprocess improvementnegotiationreporting frameworksSOP development
Soft skills
leadershipinfluencing without authoritycommunicationrelationship buildingproblem solvingpresentation skillsentrepreneurial mindsetadaptabilitycross-functional collaborationexecutive engagement
Certifications
project management certification
