eCommerce Operations Manager, Logistics & 3PL
Overview
You own the full lifecycle of customer accounts at ShipCalm, a 3PL in Indianapolis, IN. You turn operational breakdowns into scalable solutions, partnering with brands to drive growth across Shopify, WMS, and EDI. You work with cross-functional teams to align execution with customer goals. This role demands composure under pressure and a bias for action. You will directly influence how eCommerce brands scale, with a clear path to strategic partnership.
What You'll Do9
- 1Complete training on the ShipCalm 3PO model, service offerings, and customer lifecycle stages within 30 days.
- 2Develop and present 2+ customer account improvement plans to the Director of Brand Operations within 3 months.
- 3Own the full lifecycle management for assigned customer profiles, driving outcomes from red to green status.
- 4Coordinate cross-functional efforts to resolve customer issues, ensuring clear ownership, timelines, and next steps on 100% of tickets.
- 5Lead resolution of complex issues using root cause analysis and cross-functional coordination within 6 months.
- 6Identify breakdowns or inefficiencies across teams and implement at least 1 process improvement that enhances execution or reduces errors.
- 7Maintain 90% of customer portfolio in green status with consistent operational performance.
- 8Influence customer decisions by presenting data-driven insights and operational recommendations from 9-12 months onward.
- 9Attend and actively participate in L10 meetings, demonstrating understanding of EOS structure (scorecard, rocks, issue list).
Requirements9
- 14+ years of experience in Customer Operations, Brand Operations, Business Operations, eCommerce Operations, Marketplace Operations, Customer Success, Supply Chain, or Operational Excellence required.
- 2Experience supporting high-growth eCommerce brands strongly preferred.
- 3Bachelor's degree in Supply Chain Management, Logistics, Business, or related field preferred.
- 4Proven understanding of logistics, fulfillment, or supply chain operations strongly preferred.
- 5Ability to manage external client relationships while coordinating internally across cross-functional teams required.
- 6Proficiency with dashboards, KPIs, and operational reporting to inform decisions and drive improvements strongly preferred.
- 7Demonstrated success leading cross-functional initiatives or projects with measurable results strongly preferred.
- 8Proficiency with WMS/OMS systems, EDI, Shopify, ERP, and eCommerce tools preferred.
- 9Clear, empathetic communicator across Slack, email, Zoom, and in-person with the ability to simplify complexity and guide tough conversations required.
Salary Insight
$58 - $73k per year
Location
Required Skills
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