Senior Director, Control Tower

ShipBob, Inc.

Senior Director managing global Control Tower and Merchant Operations teams across time zones. Driving innovation in e-commerce logistics and scaling logistics infrastructure.

Posted 5/15/2026full-timeRemote • Arizona, California, Colorado, Florida, Idaho, Illinois, Iowa, Kansas, Kentucky, Maine, Massachusetts, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington, Wisconsin • 🇺🇸 United StatesSenior💰 $160,839 - $268,065 per yearWebsite

About the role

Key responsibilities & impact

Manage and direct global ShipBob Control Tower and Merchant Operations teams operating across all time zones.
Lead and scale a large, remote Merchant Operations team based in India — a customer-facing function focused on delivering exceptional merchant experiences.
Champion the deployment of AI-driven tools and process automation within Merchant Operations to improve service quality, reduce resolution times, and increase team capacity without proportional headcount growth.
Provide cross-cultural leadership to a geographically distributed organization, fostering an inclusive, high-accountability culture that bridges time zones, communication styles, and organizational contexts.
Accountable for establishing performance objectives, developing operational metrics aligned with these objectives, and delivering results on behalf of ShipBob merchants.
Inform product roadmaps to achieve scale at ShipBob by transitioning manual control tower and merchant operations work into technology-driven mechanisms; actively identify and implement AI solutions that address merchant experience challenges and create operational leverage without adding headcount.
Develop and maintain a high-bar organization by selecting, appointing, and developing people who embody the culture, skills and drive contributing growth of ShipBob.
Drive associate engagement throughout teams to improve leader and business performance.
Direct all functions within budgets and drive cost improvement year-over-year. Develop effective organizational structures.
Create a motivating environment to help people through change in a positive manner successfully; foster open communications, continuous improvement, and innovation; minimize complexity; maintain stability; involve others in decision making.
Authentically build trusted relationships and collaborate globally with diverse, and multi-functional teams to successfully drive business objectives.
Additional duties and responsibilities as necessary.

Requirements

What you’ll need

BS/BA degree in Transportation, Logistics, Supply Chain, Business Administration, or related field from an accredited college or university; MBA or MA/MS in supply chain management, operations, or business is a plus.
10+ years of operational leadership experience with a strong blend of supply chain and customer service or merchant operations; demonstrated ability to build, scale, and culturally lead large remote service teams.
Proven experience leading large-scale remote customer service or merchant operations teams, ideally in a global or offshore context, with a track record of improving merchant or customer satisfaction at scale.
Working knowledge of lean methodologies, process improvement, and the operational metrics and systems that drive continuous improvement across both logistics and customer service environments.
Excellent research skills and solid business acumen.
Experience managing and operating P&L responsibilities of $200M+ annual supply chain/logistics spend.

Benefits

Comp & perks

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
See Our High-Performing Culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI-driven toolsprocess automationoperational metricslean methodologiesprocess improvementP&L managementsupply chain managementlogisticscustomer servicemerchant operations

Soft Skills

cross-cultural leadershipteam engagementcommunicationcollaborationchange managementrelationship buildingorganizational developmentmotivationcontinuous improvementinnovation

Certifications

BS/BA degreeMBAMA/MS in supply chain management