About the Role

We're hiring a Senior Engagement Manager to own the outcome of Fulfil's ERP implementations end-to-end. This is the person who sees the bigger picture, thinks two steps ahead, and makes sure nothing slips through.

You are the single accountable owner for each project you run. You hold the plan, the cadence, scope, readiness, and the go-live decision. You direct a field-based Implementation Consultant and a set of specialist teams (commerce core, integrations, finance) toward one plan, one source of truth, and one clear story for the customer. You are not personally configuring the system or writing the migration scripts - your leverage comes from judgment, sequencing, and the ability to proactively identify and mitigate risks.

You are accountable for the project's success. This is not a basic coordination/project management role - this is an ownership role. You are measured on successful business outcomes, not on whether the plan is tidy and the status is current. If that distinction energizes you rather than frustrates you, please read on.

Location: Toronto, ON (hybrid, in-office 3 days per week)
Type: Full-Time
Travel: None

Compensation: $160,000 - $180,000 CAD

Expected Start Date: Immediately

What You'll Do

Own the plan and the outcome

• Set the timeline and forecast launch date that go into the contract, and stand behind them.
• Align with executives on the direction, build a mutual success plan, and stand up every workstream the project needs.
• Keep the project plan reflecting reality, not wishful thinking. Continuously reassess it, name deviations early, and always think two steps ahead.

Run governance and cadence

• Set and run the merchant call cadence, with the right frequency and the right people in the room for that specific merchant.
• Hold scope. Exercise good judgment on when to say no and when to run a change request, and log it either way.
• Manage third-party and partner escalations on commercial and timeline grounds so your specialists can stay focused on execution.

Drive readiness and the go-live decision

• Own cross-pod readiness: internal UAT, merchant data validation sign-off, the dry-run readiness assessment, and the merchant's dry-run sign-off.
• Own the cutover plan and the launch-readiness check, and make the final go-live call on evidence, not optimism.

Orchestrate the specialist teams

• Assign and direct the Implementation Consultant, and pull them in for discovery, dry run, cutover, and launch.
• Sequence the configuration, migration, integration, and finance teams so that parallel work lands in the right order and no seam is left unowned.

Own the relationship and the transition

• Be the owner that merchants and internal teams rely on for clarity and direction from start to completion.
• Know who actually needs to say yes on the merchant side, not just who signed the contract, and read when their team is nodding along in meetings but not adopting the new workflow.
• Communicate in a way that earns the right to deliver hard news later, so that when a date slips or scope gets cut, the merchant trusts the reasoning rather than
• hearing it as a surprise.
• Define exit criteria for post-launch support and hand the relationship to Merchant Success with no knowledge lost. Then look back after each launch to identify patterns and improve the process for the next one.

Who You Are

• 5+ years leading implementations or delivery in complex B2B SaaS, owning outcomes across several concurrent projects (ERP or Supply Chain experience preferred).
• You can hold a single plan across parallel technical workstreams and keep them sequenced without losing the thread.
• A strong systems thinker who understands how order, inventory, fulfillment, and accounting workflows connect, enough to tell a configuration issue from a product gap from a customer dependency.
• A trusted communicator who can lead a merchant, challenge assumptions, and deliver hard news directly and early.
• High ownership, low ego, comfortable being the most accountable person in the room when a project goes sideways.

How We Use AI

Senior Engagement Managers are expected to use AI as a force multiplier. You will:

• Use Fulfil's internal AI tools to pull historical context on similar implementations, prior launch risks, and configuration patterns.
• Use AI to draft and maintain project plans, risk logs, status updates, and post-launch reviews.
• Pressure-test your own plans with AI: what is missing, what is on the critical path, and which risk you have not yet named.
• Feed learnings back into shared playbooks and templates so every future launch runs better.

Bonus Points If You

• Have delivered ERP or WMS implementations before, not just general SaaS.
• Know e-commerce operations well (order management, inventory, fulfillment, EDI, 3PL).
• Bring structured project rigor without falling into a project-management-only mindset.

You Shouldn't Apply If

• You want to coordinate projects rather than own their outcomes.
• You see your job as reporting status rather than driving it.
• You move dates around without understanding the operating or technical consequences.
• You need consensus or perfect information before you make a call.
• You avoid difficult conversations with merchants or internal teams.
• You want a pure people-management role with distance from the actual delivery.

This role rewards judgment, ownership, and the willingness to make hard calls. It is not for everyone, and that is intentional.