Implementation Manager

Role Description

• Lead end‑to‑end implementation delivery from contract award through go‑live, hypercare, and transition to steady‑state operations.
• Develop, own, and maintain implementation project plans, schedules, and deliverables, coordinating resources across Operations, Technology, Sales, Finance, and external stakeholders.
• Ensure implementation strategies are executed consistently across all participating regions, stations, and operational teams.
• Identify, assess, and escalate risks related to scope, operational readiness, systems, financial exposure, and service performance; drive mitigation plans to resolution.
• Oversee the creation, review, and governance of Standard Operating Procedures (SOPs) and implementation documentation to ensure operational compliance and knowledge transfer.
• Partner with Technology and Solution Engineering teams to validate integration scope, reporting requirements, and system readiness aligned with contractual commitments.
• Monitor implementation progress and performance through defined reporting mechanisms, dashboards, and project management tools; ensure accuracy and timeliness of updates.
• Serve as the primary point of accountability for implementation issues and escalations, applying sound judgment to balance client expectations, operational capability, and commercial risk.
• Lead post‑implementation reviews, including operational and financial performance assessments, and contribute to continuous improvement initiatives.
• Maintain awareness of evolving tools, systems, and industry practices impacting implementation delivery.
• Perform other related duties as required.

Qualifications

• Strong knowledge of transportation, logistics, or supply chain operations and operating models.
• Proven ability to manage complex, multi‑stakeholder projects with competing priorities.
• Strong analytical and problem‑solving skills with the ability to assess risk and recommend practical solutions.
• Demonstrated ability to influence outcomes across matrixed teams without direct authority.
• Customer‑focused mindset with strong stakeholder management and communication skills.
• Ability to operate effectively under pressure and adapt to changing priorities.
• Proficiency with project management, reporting, and collaboration tools (e.g., Jira, dashboards, document repositories).
• Strong written and verbal communication skills, including executive‑level communication.
• Ability to work effectively with diverse, cross‑functional, and multicultural teams.

Requirements

• High School Diploma or GED required.
• Bachelor’s degree in Business, Transportation, Logistics, Supply Chain Management, or a related field preferred; or equivalent combination of education and experience.
• Minimum 5 years of relevant international freight forwarding experience in operations, implementation, project management, or related disciplines.
• Demonstrated experience managing complex projects or client implementations.
• Prior leadership or cross‑functional coordination experience preferred.
• Experience in U.S. Customs Brokerage is preferred.

Physical Requirements

• Job requires the ability to use vision, adjust focus and work on a standard computer screen.
• Job may require extended sitting or standing, use of standard office equipment.
• Job will require presence on-site at the assigned work location.
• Job requires attendance and dependability.

Benefits

• Quarterly Incentive Plan
• 136 hours of Paid Time Off which equals 17 days for the year, that can be used for Sick Time or for Personal Use
• Excellent Medical, Dental and Vision benefits
• Tuition Reimbursement for education related to your job
• Employee Referral Bonuses
• Employee Recognition and Rewards Program
• Paid Volunteer Time to support a cause that is close to your heart and contributes to our communities
• Employee Discounts
• Wellness Incentives that can go up to $100 per year for completing challenges, in addition to a discount on contribution rates