Overview

The Director, Solutions Design and Implementation leads EFW's solutions functions, serving as the bridge between Sales, Operations, Pricing, IT, and Customer Experience. This leader is responsible for designing profitable customer solutions, accelerating the sales cycle, ensuring implementation excellence, and driving a consistent customer experience from opportunity qualification through successful onboarding.

The role combines solution engineering, implementation leadership, customer engagement, and process governance to improve win rates, increase profitability, reduce onboarding risk, and create scalable growth opportunities across Domestic, International, Warehousing, and supporting service offerings.

 

Duties include but are not limited to: 

Solutions Strategy & Design

• Lead the development of customized logistics and supply chain solutions for strategic and complex opportunities.
• Collaborate with Sales, Operations, Pricing, and Finance to create innovative, profitable customer proposals.
• Establish solution design standards and proposal best practices.
• Evaluate operational feasibility and implementation requirements before commitments are made to customers.
• Serve as the escalation point for complex solution development efforts.

Sales Support & Opportunity Management

• Participate in customer discovery meetings and executive presentations.
• Lead solution qualification and opportunity assessment processes.
• Develop customer win strategies, presentations, and implementation plans.
• Support enterprise account management teams with expansion and cross-selling opportunities.
• Drive consistency in customer-facing solution presentations across the organization.

Implementation & Onboarding Leadership

• Own the implementation process from contract award through operational handoff.
• Coordinate cross-functional onboarding activities between Sales, Operations, IT, Finance, Compliance, and Enterprise or local Account Management.
• Establish implementation milestones, accountability structures, and project tracking methodologies.
• Identify risks proactively and resolve implementation barriers before customer impact occurs.
• Ensure all customer commitments are successfully translated into operational execution.

Customer Experience & Continuous Improvement

• Partner with Customer Experience and Enterprise Account Management teams to improve client retention and growth.
• Develop and monitor onboarding and implementation KPIs.
• Identify recurring service challenges and drive corrective actions.
• Lead post-implementation reviews to ensure lessons learned are incorporated into future solution designs.
• Champion a customer-first culture throughout the solution lifecycle.

Operational Governance

• Maintain standard operating procedures related to solution design and customer onboarding.
• Ensure solutions comply with company financial, legal, regulatory, and operational standards.
• Establish reporting mechanisms that measure solution performance, implementation success, and revenue realization.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

Qualifications

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Strong understanding of domestic transportation, international freight forwarding, warehousing, and integrated logistics solutions.
• Exceptional project management and organizational abilities.
• Strong financial acumen and understanding of pricing strategy and profitability analysis.
• Ability to read and interpret comprehensive and intricate research documents. 
• Excellent executive-level communication and presentation skills, including the ability to present effectively to senior leaders within the organization and to external stakeholders.
• Ability to influence without direct authority across departments.
• Strong analytical, problem-solving, and decision-making capabilities.
• Ability to manage multiple large-scale implementations simultaneously.
• Ability to solve problems with complex variables through non-standardized solutions that require independent judgment and analysis. 
• Advanced proficiency with CRM, Microsoft Office, and project management tools.
• Must be eligible to work in the United States.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• EFW prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug screen and a background check.

SUPERVISION

The position functions autonomously and directly supervises 2-5 employees. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 

EDUCATION/EXPERIENCE

Bachelor's degree in Business, Supply Chain, Logistics, Transportation, Engineering, or related field or 8-12+ years of progressive experience in logistics, transportation, supply chain, operations, solution engineering, implementation management, or commercial leadership.  Experience leading cross-functional teams and managing enterprise-level customer initiatives, with demonstrated success supporting sales growth through solution development and implementation excellence. However, a combination of experience and/or education will be taken into consideration. 

 

LICENSES/CERTIFICATIONS

None required.

  

TRAVEL

Periodic travel up to 50% required.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. 

Typically sitting at a desk or table.  Intermittently sitting, standing, walking, or stooping.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties. 

Normal office situation.