OverviewThe Global Implementation and Solution Design Manager is responsible for managing the implementation of global logistics solutions for key customers. This role ensures seamless onboarding of new business, process standardization, and operational excellence across regions. The manager will work closely with internal stakeholders, including sales, operations, IT, and account management, to design scalable and efficient solutions that meet customer requirements.
Responsibilities
- Lead the end-to-end implementation of global customer accounts, ensuring a smooth transition from sales to operations, and retaining and strengthening customer relationships. Responsible for routine account servicing, including account set-up and activation services. Develop and maintain documentation for all implementations, including SOPs, process flows, and training materials
- Develop and execute detailed implementation plans, including timelines, milestones, and risk management strategies. Maintain customer account data/contact information in order to facilitate future contact and develop client retention and growth plans and strategies for developing profitable business with assigned accounts
- Coordinate with cross-functional teams (Operations, IT, Finance, and Compliance) to ensure all requirements are met before go-live. Conduct training sessions for internal teams and customers on new processes and technology platforms
- Establish and track key performance indicators (KPIs) to measure implementation success and drive continuous improvement
- Act as the primary point of contact for customers during the implementation phase, ensuring alignment on expectations and deliverables. Respond to customer complaints/dissatisfactions in a way that promotes issue resolution and customer retention. Resolve problems and ensure customers receive high quality customer service. Align with regional and local operations teams to ensure that solutions are practical and executable
- Collect and analyze customer feedback in order to guide the continuous improvement of customer care services. Analyze customer requirements and operational challenges to design customized logistics solutions, Collaborate with IT and process automation teams to optimize technology integrations, including EDI/API connectivity, visibility tools, and reporting
- Develop standardized implementation frameworks that can be adapted to different customers and regions. Identify and implement process improvements to enhance efficiency, cost-effectiveness, and scalability
- Work closely with sales and account management to provide pre-sales solution support, including RFP responses and solution presentations
- Maintain strong relationships with key global customers, ensuring a seamless implementation experience and a foundation for long-term partnerships. Ensure compliance with company policies, industry regulations, and customer-specific requirements
- Provide regular status updates to senior management, highlighting project progress, risks, and mitigation strategies
- Performs other duties as assigned
- Complies with all policies and standards
Qualifications
Education• Bachelor's Degree in Supply Chain, Logistics, Business Administration, or a related field. (Required) • Master's Degree (Preferred)
Experience• 5+ years of experience in logistics, freight forwarding, or supply chain management, with a strong focus on solution design and implementation. (Required)
Knowledge, Skills, and Abilities • Knowledge of CargoWise, Infor Nexus, SAP, or similar logistics platforms. High • Experience with change management and process improvement initiatives. High • Understanding of global trade compliance and customs regulations. High • Experience with EDI/API integration, transport management systems (TMS), and visibility platforms. High • Strong project management skills (PMP, Agile, or Lean Six Sigma certification is a plus). High • Excellent communication, negotiation, and stakeholder management skills. High • Ability to work in a fast-paced, global environment with competing priorities. High
