Customer Launch Manager

Maersk•Charlotte, NC

6d•$90,000 - $105,000

About The Position

As a company, we promote a culture of honesty and integrity, and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us! If you are seeking to be a part of a family, this is the place for you! Maersk Logistics & Services USA, Inc. handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving, storing, processing and dispatching cargo, so we can build flexibility and resilience into the supply chain process. Our integrated solutions allow us to be prepared for supply chain risks, so we can plan distribution to better achieve lead time and goals despite unexpected conditions. Our extensive experience, connections, and deep expertise across different sectors, industries, and transportation modes, means we can be counted on for process excellence that will save time and money. Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected] . Summary: The Customer Launch Manager leads MGF’s Customer Launch team — a group of Senior Specialists responsible for the end-to-end implementation of new customers and growth programs. While formal reporting lines are subject to HR confirmation, this role carries full functional accountability for the day-to-day performance of the team, the health of the implementation pipeline, and the quality of everything the team produces. The Customer Launch Manager is the first point of escalation for the team and the person responsible for the team’s outcomes on behalf of the Head of Solution Design & Customer Launch. This role is a player-coach: expected to run their own implementations at a senior level while simultaneously raising the capability of the team around them — teaching tools, methods, and ways of working, improving processes, and developing team members into increasingly autonomous contributors. The Customer Launch Manager is not just the most experienced implementer on the team; they are the standard-setter, the process owner, and the connective tissue between the team and the rest of the organization. Looking ahead, this role is intended as a development path toward broader leadership within MGF’s Solution Design & Customer Launch function, and the person in it should be actively building the skills, judgment, and organizational fluency needed to step into that accountability over time.

Requirements

High School Diploma or equivalent required; Bachelor’s Degree in Supply Chain, Logistics, Business, or related field preferred.
Demonstrated experience in LTL or specialized freight implementation, customer onboarding, or a combination of project management and logistics operations leadership is required.
Deep practical knowledge of specialized LTL operations and non-standard customer setup activities, including realistic sequencing and timeline implications for activities such as trailer pools, pool points, new service levels, and custom handling procedures

Responsibilities

Own the day-to-day operational leadership of the Customer Launch team — managing workload distribution, monitoring the implementation pipeline, and ensuring all active projects are staffed, tracked, and progressing against committed timelines
Serve as the primary escalation point for the Customer Launch team on implementation blockers, stakeholder conflicts, at-risk go-lives, and decisions that exceed the authority or experience level of a Senior Specialist
Run senior-level implementations personally, modeling the standard of work expected of the team and maintaining deep fluency in the full implementation lifecycle from contract handoff through go-live and operational stabilization
Coach, teach, and develop Customer Launch Senior Specialists — including hands-on guidance on project management methods, Asana usage, system configuration, SOP development, operational knowledge, and customer-facing communication — with the goal of building autonomous, high-performing team members
Own and continuously improve the team’s tools, templates, and ways of working — including Asana project structures, implementation playbooks, communication standards, SOP frameworks, and training materials — ensuring they reflect current best practice and are consistently applied across the team
Maintain a real-time view of the full implementation pipeline and be able to speak credibly to the status, risks, and resource implications of every active project at any moment — including to senior leadership
Drive cross-functional alignment on implementation priorities, timelines, and resource needs — representing the Customer Launch team’s requirements to commercial, operations, technology, and leadership stakeholders with authority and clarity
Identify and close capability gaps on the team — whether through direct coaching, process redesign, or structured training — and develop the team’s collective knowledge of specialized LTL operations, systems, and implementation disciplines over time
Contribute to the development of this person’s own leadership capabilities in preparation for broader functional responsibility, including proactively seeking feedback, building cross-functional relationships, and demonstrating sound judgment on team and organizational decisions
Support the Head of Solution Design & Customer Launch in reporting on team performance, pipeline health, process improvement progress, and capacity planning