Implementation General ManagerThe Implementation General Manager serves as the operational lead for new business implementations from contract award through operational launch, customer onboarding, ramp-up, and KPI stabilization. This role partners closely with customers, Operations, Engineering, Finance, HR, IT, and other functional teams to ensure successful startup execution and achievement of ramp plans, financial targets, operational KPIs, and customer service commitments. This role is responsible for validating the operating model, implementation plan, staffing strategy, operational assumptions, and financial requirements while coordinating execution across a matrixed team of functional resources.
Job Description - Maintain ownership of implementation success through achievement of planned operating volumes, labor productivity targets, service levels, quality metrics, financial objectives, and customer commitments.
- Develop, maintain, and execute comprehensive implementation plans, including key milestones, critical path activities, resource requirements, dependencies, risk mitigation strategies, and customer deliverables.
- Identify gaps, risks, and implementation challenges within the operating model and coordinate resolution with Engineering, Finance, IT, HR, Operations Leadership, and Customer stakeholders.
- Develop site startup staffing strategies, organizational structures, hiring plans, onboarding schedules, and training programs required to support launch and ramp-up activities.
- Oversee day-to-day operations of the warehouse, including receiving, storing, and shipping goods efficiently and accurately.
- Ensure compliance with safety regulations and company policies, and oversee operational and personnel activities in the facility to maintain a safe, clean, and efficient working environment.
- Utilize warehouse management systems (WMS), automation and other technology to track inventory, monitor performance metrics, and identify areas for improvement.
- Prepare and analyze reports on warehouse performance, inventory levels, and other key metrics to inform decision-making and drive continuous improvement.
- Lead customer relationships by maintaining close daily contact to ensure strong connections and customer satisfaction.
- Responsible for the site's profit and loss (P&L), which is directly influenced by customer relationships.
- Prepare and present Monthly/Quarterly Business Review (MBR/QBR) to customer, leveraging strong collaboration.
Required Education and Experience- Bachelor's degree or equivalent, preferred
- Ability to travel approximately 80%, required
- 5+ years managerial/supervisory experience, required
- 2+ years of experience in a supply chain, warehousing or distribution environment, required
- Experience in Third Party Logistics (3PL) and/or Contract Logistics, preferred
- Experience working with Tier 1 WMS solutions (Blue Yonder, Manhattan, comparable enterprise systems) required
- Strong understanding of operational readiness methodologies, startup governance, risk management, labor planning, organizational development, and performance stabilization processes.
- Proven ability to diagnose operational performance gaps during startup and implement corrective action plans to achieve planned productivity, service, quality, and financial objectives.
- Lead and influence matrixed implementation teams, driving accountability for execution of assigned deliverables despite limited direct reporting relationships.
- Create and embed a high-performance culture aligned with DHL values and customer expectations by developing frontline leaders, fostering employee engagement, promoting continuous improvement, and establishing a strong foundation for long-term operational success.
- General Manager experience OR Senior Operations Manager experience with full P&L ownership
- Proven full P&L management experience with demonstrated financial accountability
- Required experience building and developing strong site culture and high-performing teams
- Required experience working directly with customers and managing customer relationships
