Manager, Merchant Care

Location: Remote in these states: AL, AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI 

Role Description: 

Do you enjoy leading teams that operate in high-stakes, fast-moving environments where judgment, clarity, and consistency matter? Are you a people-first leader who can balance empathy with firmness, navigate ambiguity, and drive meaningful change? 

ShipBob is seeking a Manager, Merchant Care based in the US to lead a team focused on proactive outreach and complex escalations, including NPS, social media, and executive-level concerns. This role is central to a newly evolved support model designed to identify at-risk merchants early, intervene thoughtfully, and prevent issues from escalating before they impact merchant trust or business outcomes. 

This leader will oversee a team operating in a more strategic, data-driven, and proactive manner. Success in this role requires comfort with change, a strong process-improvement mindset, and the ability to operate effectively in ambiguity while building structure over time. 

We are looking for a strong people leader who leads with fairness and clarity, sets firm expectations, draws appropriate boundaries, and creates accountability while maintaining trust. The Manager, Merchant Care will be responsible for guiding a growing program, rolling up their sleeves when needed, partnering cross-functionally to drive change, and helping define what “great” looks like in this next chapter of Merchant Care. 

Additionally, we are committed to maintaining consistency and fairness across our global support teams. This role will play a critical role in strengthening collaboration and alignment between our US and India-based teams, reinforcing equitable standards and mutual respect. This role reports to the Director, Merchant Care. 

What you’ll do: 

• Oversee and support a Merchant Care team focused on proactive outreach and high-impact escalations, including NPS, social media, and executive-level concerns. 
• Speer head the evolution and maturation of a proactive support model designed to identify and support at-risk merchants before issues escalate. 
• Set clear expectations, hold firm boundaries, and ensure consistent execution while managing with fairness and respect. 
• Coach, develop, and manage team members through change, ambiguity, and evolving processes. 
• Analyze data, trends, and merchant signals to identify risks, surface insights, and inform decision-making and prioritization. 
• Partner cross-functionally to deliver process improvements, close gaps, and influence changes that improve the merchant experience at scale. 
• Get hands-on when needed, supporting complex cases, unblocking teams, and helping operationalize new workflows and programs. 
• Continuously evaluate and improve escalation workflows to ensure they are scalable, effective, and aligned with business priorities. 
• Foster alignment, shared accountability, and consistency across US and India-based teams. 
• Translate ambiguity into clarity by helping define processes, success metrics, and operating norms for a growing program. 
• Promote a culture of learning, ownership, and continuous improvement within the team. 
• Serve as a subject matter expert on ShipBob’s platform, policies, and escalation processes. 
• Ensure team actions and decisions align with ShipBob’s mission, values, and merchant-first mindset. 
• Perform additional duties as needed. 

What you’ll bring to the table: 

• A demonstrated track record of people leadership with the ability to coach, develop, and inspire high-performing teams. 
• High emotional intelligence and interpersonal skills with a focus on communication, consistency, and team morale. 
• Ability to manage with empathy while driving accountability and performance. 
• Excellent organizational and time-management skills with an attention to detail and accuracy. 
• Analytical mindset with the ability to leverage data to inform decisions, track KPIs, and identify areas for improvement. 
• A collaborative approach with the ability to work cross-functionally and foster alignment across global teams. 
• Adaptability and resilience in a fast-paced, evolving environment. 
• Comfort navigating ambiguity, asking thoughtful questions, and solving complex problems. 
• Positive attitude and growth mindset — viewing both wins and failures as learning opportunities. 
• Experience with customer service operations and escalation management across multiple channels. 
• Proficiency in technology and tools used in customer support environments (Salesforce experience is a plus). 
• Experience in logistics, fulfillment, or e-commerce preferred. 
• Minimum of 5 years in Contact Center or Customer Service Operations. 
• Minimum of 3 years in a leadership or management role, ideally with both frontline and strategic responsibilities. 
• Bachelor’s Degree is preferred in Business Management, Communications, Supply Chain, or Operations Management. 

Perks & 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)

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. We are targeting a salary range of $76,841 - $102,455 for this role. In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies.