ShipBob, Inc.

• Start with Merchant Experience and implement continuous improvement initiatives to improve merchants’ experience with ShipBob. • Advise and implement the vision and strategy for the Merchant Ops function in achievement of company goals in partnership with Control Tower stakeholders in the US. • Deliver defined Objectives and Key Results (OKRs) and performance measures against company goals with a hands-on approach to understand gaps and run continuous improvement efforts. • Develop a successful team of Leads & Specialists in a growth environment including developing the team for future changes, managing the team's change resilience, and minimizing performance impacts associated with change. • Work with Finance and be accountable for the maintenance of and adherence to a Merchant Care headcount plan, budget, and cost mitigation and/or investment initiatives. • Guide employee engagement and an inspiring culture ensuring effective performance management, mentoring, and development and crafting an environment where people can excel through accountability, support, and empowerment. • Demonstrate a data driven approach to supervising the function, including establishing effective critical metrics, key performance indicators, and other leading/lagging indicators which provide insight into the efficiency of the function and changes in risk profile. • Consistently improve the merchant experience across our key channels and products by advocating for the voice of the merchant across internal partners, ensuring that resources are invested in improving merchant satisfaction and enabling scale. • Use excellent presentation and interpersonal skills to report findings and recommendations to operations stakeholders. • Identify and implement groundbreaking changes to generate efficiencies and deliver better merchant experiences while ensuring the teams adheres to regulatory and compliance requirements. • Keep ahead of industry developments in the region and apply standard methodologies to areas of improvement. • Additional duties and responsibilities as necessary.

• Support our sales team for integration buildouts that support our largest and most critical deals. • Serve as the go-to expert for API and ERP/ecommerce/marketplace system integrations, including NetSuite, Temu, Macy’s, and others. • Act as a technical escalation point for large or at-risk deals and integration projects. • Mentor junior Solutions Architects and establish internal best practices and reusable patterns and documentation for integration design. • Interface directly with customers to collect user requirements and system documentation. • Evaluate and improve the processes around scoping, documenting, and delivering integration projects. • Coordinate with executive-level stakeholders internally and externally to ensure alignment on integration priorities. • Support high-stakes merchants, developers, and partners on integrations projects that are built by them. • Other duties/responsibilities as necessary.

• Creatively connect with potential customers, both self-sourced and pre-vetted by the Business Development or Partnerships team, to understand the Merchant's goals and determine a mutual fit. • Work with Sales Engineer to construct a full stack solution for potential customers. • Work with pricing and analytics teams to ensure competitive pricing while maintaining positive margins. • Identify the nuances of customer’s business and consult on partners and integrations which could help facilitate a partnership with ShipBob as well as greater efficiencies for the business. • Follow Mid-Market Sales Process, keeping up with any iterations made by the business. • Move customers efficiently through the sales process, ensuring all expectations are properly set and understood. • Negotiate contract terms and general partnership agreements. • Have a thorough understanding of both our tech offerings and Operational capabilities. • Maintain an updated, clean and thorough pipeline to ensure proper forecasting and up to date CRM notes so account status is clear. • Provide feedback to management to continue to improve the sales process and Merchant experience. • Facilitate proper handoff to the post sales team. • Additional duties and responsibilities as necessary.

• Grow with an Ownership Mindset: We champion continuous learning and innovation. • Collaborate with Peers and Leaders Alike: Leaders are accessible; feedback flows in both directions. • Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about goals. • Bring in new business to attain revenue targets using self-sourcing techniques. • Self-source prospects who will convert to customers using internal databases, creative online searches, etc. • Qualify prospects and sell ShipBob’s value propositions. • Connect with potential customers to determine a mutual fit. • Move customers efficiently through the sales process. • Negotiate pricing, contract terms and general partnership agreements. • Maintain an updated, clean and thorough pipeline for proper forecasting.

• Grow with an Ownership Mindset: Champion continuous learning and innovation, tackle real problems, create tangible solutions, and drive results. • Collaborate with Peers and Leaders Alike: Work in a transparent and respectful environment where feedback flows freely. • Experience a High-Performance Culture and Clear Purpose: Achieve specific goals with shared accountability, celebrating milestones and learning from challenges. • Drive the onboarding process for new merchants joining ShipBob. • Guide merchants to configure and optimize software and fulfillment services confidently. • Swiftly address challenges and provide scalable solutions to our merchants, setting them on the path to sustained success. • Establish and maintain communication with key stakeholders to set expectations for key deliverables, timelines, and milestones. • Proactively identify potential project risks and help develop mitigation strategies. • Conduct tailored training sessions for all stakeholders based on merchant needs and specific dashboard configurations.

• As a Senior Manager, Cross Border Transportation at ShipBob, you will be responsible for managing carrier relationships and partnerships across all cross-border modes for both inbound and outbound freight. • This role is also responsible for managing other critical partnerships including customs brokers, 3rd party duty and tax estimation systems. • You will be responsible for ensuring packages are flowing through ShipBob systems and facilities in the most efficient way possible and making sure that the customers get their shipments on time. • You will be a subject matter expert who both manages and educates internal partners on cross border entry processes and programs (USMCA, IOSS) as well as destination country requirements and best practices to ensure adherence to environmental systems. • Shipping is directly related to ShipBob’s overall customer experience, and you will be able to impact it positively in a meaningful way. • This role reports to the Director, Transportation.

• Execute large, strategic transactions tailored to ShipBob’s operational and commercial needs. • Build and refine detailed cost and profit models from engineering designs and process-level staffing needs that support long-term Partner investment decisions. • Partner with across teams (Pricing, Forecasting, Operations, etc.) to monitor and maintain operator profitability, ensuring partner economics are sustainable and incentives are aligned with ShipBob’s growth objectives. • Execute strategic real estate transactions, bringing experience and comfort with novel economic structures tailored to ShipBob’s unique operational and commercial needs. • Design and champion creative economic frameworks—such as performance-based incentives, flexible lease structures, and revenue-sharing arrangements—that meet our dynamic and evolving business requirements. • Work closely with Legal, Finance, and Operations teams to structure partner agreements that protect ShipBob’s interests and enable operational excellence. • Partner cross-functionally with Topology, Engineering, and Forecasting teams to ensure real estate decisions are grounded in operational requirements and long-term network strategy. • Additional duties and responsibilities as necessary.

• Collaborate across the company to develop, implement, and manage Safety, Health, and Environment (SHE) programs, policies, and procedures that support the business while ensuring compliance with established company and government regulations/policies. • Develop and run continuous improvement initiatives that utilize a data and program-focused approach to injury prevention and solid SHE culture/best management practices. • Direct work cross-functionally as required to resolve work-related incidents, non-compliance, non-conformities, and corrective and preventive actions driving continual improvement within the site(s). • Develop and assist in rollout strategies for adequate, appropriate, and effective safety, health, and environmental, and regulatory training for associates. • Coordinate and track audits, assessments, and associated activities and corrective actions, to ensure compliance and continuous improvement. • Providing subject matter expertise to safety, health and environmental compliance, incident investigation, emergency preparedness and response, pollution prevention, product safety, and hazardous waste management and environmental compliance. • Develop hazardous materials strategy to ensure compliance. • Conduct or ensure that required periodic SHE/DOT inspections are carried out, monitored, acted upon, and documented. • Train and coach others as needed to conform with SHE/DOT deliverables (Audits, Follow Safety Rules, etc.) • Other duties/responsibilities as necessary.

• 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.

• Bring in new business to attain revenue targets using self-sourcing techniques. • Self-source prospects who will convert to customers using internal databases, creative online searches, self-created cadences and marketing campaigns, referrals and other means. • Qualify prospects and sell ShipBob’s value propositions to bring in new business that is operationally fit for ShipBob. • Connect with potential customers, both self-sourced and pre-vetted by the Business Development or Partnerships team, to determine a mutual fit. • Move customers efficiently through the sales process, ensuring all expectations are properly set and understood. • Negotiate pricing, contract terms and general partnership agreements. • Have a thorough understanding of both our tech offerings and Operational capabilities. • Maintain an updated, clean and thorough pipeline to ensure proper forecasting as well as up to date CRM notes so account status is clear. • Give feedback to management to continue to improve the sales process and Merchant experience. • Ensure proper handoff to the post sales team. • Identify local nuances and help improve processes, tools and documentation. • Additional duties and responsibilities as necessary.