Director, Operations Continuous Improvement, Launch & Solutions

ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.

We are seeking a highly skilled and experienced Director to join our Launch Operations team at ShipMonk. As a member of the Launch Operations team, this role will play a pivotal role in the planning and execution of high-impact, high-visibility projects and initiatives, while driving operational excellence across our fulfillment centers.

What you’ll do:

Build Lead the Ops CI Function

Design and operationalize the Ops CI function at ShipMonk, including intake processes, project governance, and reporting cadence.

Hire, develop, and lead a team of Ops CI managers embedded across the network.

Establish and maintain a prioritized problem backlog, ensuring the team is always working on the highest-impact opportunities.

Create visibility for Ops CI work across the organization- from the ops floor to the executive team- through a consistent cadence of reviews and change management.

Drive Performance Improvement

Own a portfolio of projects across fulfillment operations, cross-functional domains, merchant onboarding, and compliance programs.

Apply structured problem-solving methodologies (Lean, Six Sigma, or equivalent) to diagnose root causes, design solutions, and implement changes that stick.

Set and track KPIs for CI project outcomes- cost savings, throughput and speed improvements, quality- and report on progress to senior leadership.

Partner with General Managers and functional leaders to identify and size improvement opportunities, and ensure operational buy-in for change implementation.

Change Management Culture

Champion a culture of continuous improvement across ShipMonk- making problem-solving accessible and habitual at every level of the organization.

Design and deliver CI training and capability-building programs for operations leaders and frontline teams.

Lead change management efforts for major CI initiatives, ensuring sustainable adoption rather than one-time fixes.

Merchant Launch Solutions:

Support the analysis of merchant attributes and SKU profiles to determine effective solution(s)

Own the successful design, execution and oversight of merchant launches, ensuring all operational aspects are thoroughly planned and executed.

Coordinate with cross-functional teams to ensure all merchant launch requirements are met and any issues are promptly addressed.

Define, track, and analyze metrics related to the launch of new merchants.

Develop and support the implementation of new service offerings.

Train and support Operations teams on new merchant solutions and service offerings, ensuring a smooth transition and effective utilization.

Data, Analytics, and Tooling:

Develop and implement user-friendly workflows using tools such as Asana, Slack, Salesforce, and Google-based applications to streamline processes.

Design and maintain dashboards and reporting tools to provide actionable insights and support data-driven decision-making.

Use data to drive every stage of the CI lifecycle- from opportunity identification and sizing to solution design and impact measurement.

Partner with the Analytics team to develop insights that surface performance gaps and track improvement trends across facilities.

On-Site Support Leadership Development:

Provide on-site support and leadership development, ensuring team members are well-trained and equipped to meet operational challenges of the launch

Mentor and coach team members to build leadership capabilities and foster a culture of continuous improvement.

What you’ll need:

Bachelor’s degree in industrial engineering, supply chain management, logistics, or a related field

Minimum of 8 years of experience in e-commerce fulfillment operations, inventory management, and process optimization, with at least 3 years in a leadership role directly managing operations programs and projects

Strong leadership and team management skills with a proven track record of driving results.

Excellent analytical and problem-solving abilities with a detail-oriented mindset. Ability to analyze data and generate actionable insights using analytical tools such as MS Excel, Google Sheets, Metabase, Tableau, etc

Proficiency in warehouse management systems (WMS) and how they translate to operational process

Strong communication and interpersonal skills with the ability to collaborate effectively across departments and levels of the organization

Lean program leadership and/or certification(s) preferred

Preferred experience in Wholesale/B2B fulfillment

Ability to travel 25-35% to support multi-site engagement, on-site project leadership, and managing a distributed team

About ShipMonk

ShipMonk isn't just a 3PL; we're a growth partner for merchants . We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high…