Implementation Manager

The Implementation Manager serves as the primary owner of customer onboarding and implementation activities for new business. They ensure a seamless transition from Sales to Operations by translating customer requirements into scalable operational, systems, and compliance solutions. Acting as the central coordinator across internal teams and external stakeholders, they drive implementation readiness, manage project timelines, and proactively resolve risks before go-live. They play a critical role in establishing successful long-term customer relationships and operational execution. Working closely with Sales, Operations, IT, Finance, and customers, they ensure commitments made during the sales process are accurately implemented and supported.

Responsibilities

• Own end-to-end implementation strategy and execution for new domestic and international freight forwarding customers from kickoff through handoff.
• Serve as the primary point of contact between Sales, Operations, IT, Finance, customers, and external partners throughout implementation.
• Gather, assess, and document customer requirements and operational needs, translating them into detailed plans, milestones, risk assessments, etc.
• Lead cross-functional implementation meetings to ensure alignment on scope, timelines, deliverables, and go-live expectations.
• Coordinate implementation of international forwarding processes, including customs, trade compliance, documentation requirements, and multi-country stakeholder engagement.
• Monitor project progress and proactively identify, mitigate, and resolve implementation risks, roadblocks, and scope gaps.
• Validate readiness prior to go-live by ensuring processes, systems, reporting, integrations, compliance requirements, and stakeholder expectations are aligned.
• Develop working knowledge of transportation management systems (TMS), and EDI/API integration capabilities to support customer onboarding requirements.
• Partner with internal teams to review post-implementation performance, profitability, customer experience metrics, and realization outcomes.
• Facilitate corrective action planning when post-launch results indicate gaps between expectations, execution, and/or commercial commitments.
• Serve as a trusted advisor to customers during onboarding, delivering a positive implementation experience and establishing a foundation for long-term partnership.
• Identify opportunities to improve implementation processes, tools, documentation, and scalability across the organization.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: Bachelor's degree in Supply Chain Management, Logistics, Business, Industrial Engineering, or a related field; equivalent combination of education and experience may be considered.
• Certification/Licensure: Project Management Professional (PMP) certification or related project management credentials preferred.
• Experience: Five (5) or more years of experience in freight forwarding, logistics, transportation operations, account management, or a related industry with exposure to international forwarding operations.
• Working knowledge of freight forwarding operations, customs processes, transportation management systems, and customer onboarding activities.
• Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
• Demonstrated ability to assess operational impacts, drive issue resolution, and make informed decisions in dynamic environments with incomplete information.
• Excellent written, verbal, presentation, and facilitation skills with the ability to influence stakeholders at all organizational levels.
• Strong analytical and technical aptitude, including experience interpreting operational and financial performance metrics and evaluating systems capabilities.
• Experience working with global teams and customers across multiple time zones preferred.
• Bilingual proficiency in Spanish preferred.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
• Environment: Hybrid; must be comfortable commuting to/from and working onsite periodically, as well as traveling for related meeting/events.

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