Summary/Objective: The Implementation Manager is responsible for leading the successful onboarding and integration of new clients, projects, and solutions within our 3PL network. This role ensures that operational, technical, and customer-specific requirements are met through effective project management, cross-functional collaboration, and process optimization. The Implementation Manager will serve as the primary liaison between clients, internal teams, and external partners, ensuring seamless execution from project initiation through go-live and post-implementation support.
Essential Functions:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Oversee the entire client onboarding process, from discovery and planning through execution, testing, and go-live, ensuring projects are delivered on time, within scope, and on budget.
- Serve as the main point of contact during implementation, providing proactive communication, managing expectations, and ensuring client satisfaction.
- Develop detailed project plans, timelines, and milestones. Coordinate cross-functional teams including Operations, IT, Warehouse, Transportation, and Customer Service.
- Collaborate with technical teams to integrate WMS, TMS, and other logistics platforms with client systems, ensuring accuracy and efficiency.
- Identify potential issues early, develop contingency plans, and resolve problems to minimize impact on timelines and deliverables.
- Create training materials and facilitate sessions for internal teams and clients on new processes, systems, and workflows.
- Capture lessons learned, recommend process enhancements, and standardize best practices for future implementations.
- Monitor key implementation KPIs, prepare status reports, and present progress updates to leadership and stakeholders.
Core Behaviors:Demonstrate to comply with Custom Goods' Core Behaviors:
- Servant Leadership
- Passion for Excellence
- Integrity
- Resilient
- Intense Safety Focus
- Trust
Required Education and Experience- Bachelor's degree in Supply Chain Management, Business Administration, or related field (Master's preferred).
- 5+ years of experience in project management or client implementation within a 3PL, logistics, or supply chain environment.
- Strong understanding of WMS, TMS, EDI, and related logistics technologies.
- Proven track record of leading complex, multi-stakeholder projects in a fast-paced environment.
- Exceptional communication, negotiation, and relationship-building skills.
- Proficiency in project management tools (e.g., MS Project, Smartsheet, Asana).
- Six Sigma certification is a plus.
