Implementation Manager

Implementation Manager

As an Implementation Manager at Augment, you will serve as both a leader and an individual contributor, directly owning the end-to-end onboarding execution for customers while simultaneously coaching and developing a team of Customer Success Representatives (CSRs). Your objective will be to manage workflow go-lives through meticulous project planning and technical implementation, ultimately fostering customer adoption, enhancing product satisfaction, and collaborating directly with brokerages, carriers, and 3PLs to integrate AI-driven automation into their operational workflows.

What You'll Do

• Biased for action; be proactive about scoping, executing, and coordinating all implementation activities with external and internal stakeholders with minimal oversight. Able to translate abstract workflow vision into executable tasks and drive a vigorous drum beat to execute.
• Do what it takes; We meet our customers where they work. Leverage multiple tools and communication conduits to drive internal and external success for our customers.
• Manage, mentor, and develop a team of CSRs to drive customer adoption and satisfaction.
• Oversee customer go-live and hypercare processes, ensuring fast response times and issue resolution.
• Optimize workflows for freight brokerages, carriers, and 3PLs, ensuring seamless AI integration.
• Monitor client performance and engagement, proactively addressing adoption gaps.
• Standardize training and best practices to help CSRs enhance customer onboarding and ongoing support.
• Act as an escalation point for customer concerns, working cross-functionally with engineering and product teams to resolve challenges.
• Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities.
• Collaborate with the Customer Success Leader (CSL) to align execution strategies and ensure smooth communication across teams.

Experience

• Ability to roll up your sleeves and personally handle customer interactions—this is not just a leadership role, it's a doer role.
• Must be located in the Chicago area and be willing to work in a hybrid capacity.
• 5+ years of experience in supply chain and logistics software implementation, client delivery, and solution architect roles.
• 3+ years of experience leading customer-facing teams, preferably with logistics tech startups. Thrive in a high-paced environment with ambiguity.
• Strong knowledge in freight brokerage, logistics, transportation technology, or 3PL operations preferred.
• Strong knowledge of TMS systems, 3rd-party logistics platforms, and workflow automation tools.
• Experience managing large-scale customer integrations and AI-driven automation solutions.
• Background in process optimization, program management, and cross-functional leadership.

What We're Looking For

• Supply Chain and Logistics Software Implementation Experience
• Freight Brokerage / 3PL Experience
• Team Leadership & Implementation Strategy
• AI & Automation Experience in Logistics
• Proven technical capability on top of solid project management skills

Bonus Points For:

• Experience scaling AI-driven workflows for logistics teams
• Hands on experience working with API technology, SQL, Postman, and logging/observability software like Langfuse or Kibana
• Background in both program management and customer operations

Why Join Us?

• Competitive Salary + Stock Options
• Comprehensive Health, Vision, and Dental Benefits
• Flexible PTO
• On-site Gym

About Augment

At Augment, we set out to create a fully autonomous AI platform that streamlines operations and reclaims the human element in logistics. Our founders recognized a pattern: talented professionals were stuck handling manual data entry, phone calls, and repetitive tasks, instead of focusing on high-impact problem-solving and strategic decision-making.

That insight became our mission—to free logistics professionals from busywork so they can focus on what truly drives business growth. Augment isn't just about efficiency; it's about transforming an entire industry by empowering teams with AI-driven solutions that make logistics smarter, faster, and more adaptive.

Join us on this journey!

Augment is an Equal Opportunity Employer and values diversity at our company. We consider all qualified applicants without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, or any other legally protected status.

Augment complies with federal, state, and local laws regarding equal employment opportunity and reasonable accommodation. If you need assistance or an accommodation during the application or interview process, please contact your recruiter.

We also consider qualified applicants with arrest and conviction records in accordance with applicable federal, state and local fair-chance / ban-the-box laws (for example, but not limited to, the California Fair Chance Act).

Our hiring process uses AI-powered tools to assist with screening and evaluating applications based on job-related criteria. All AI-assisted outputs are reviewed by human recruiters who make all decisions about which candidates advance in the process.