Implementation Manager, Control Tower

Flexport • Los Angeles, CA

8h

About The Position

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.
The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

Flexport has centralized all Control Tower implementations into a dedicated Center of Excellence. We are looking for a high-impact Implementation Manager to lead our most complex, large-scale North American customer awards.

This is not a traditional freight implementation role. You will be the architect responsible for onboarding our most strategic customers onto Flexport’s Order Management (OM) and Booking Management (BM) software suites. You will sit at the intersection of global logistics, enterprise software, and technical integrations, acting as the primary "connective tissue" between the customer, Sales, Operations, and our Ecosystem/Product teams.

Requirements

• BA/BS degree with 4+ years of experience in supply chain consulting, enterprise software implementation, or complex project management.
• The ability to "talk shop" with technical developers and "talk strategy" with enterprise customers. You must be able to deliver clear, concise written and verbal status updates that define risks and next steps.
• A strong interest in (or experience with) ERP integrations, EDI/API workflows, and software-as-a-service (SaaS) value propositions.
• Next-level organization skills. You should be comfortable managing a pipeline of multiple large-scale implementations simultaneously without losing sight of the details.
• You thrive in the "gray area." If a process doesn't exist, you enjoy building it, documenting it, and training others on it.
• A track record of "figuring stuff out." You act with urgency, escalate when others aren't doing their part, and take full ownership of the customer’s success.

Responsibilities

• Lead end-to-end implementations for large, complex Control Tower awards, moving customers from award to a fully integrated, live "steady state."
• Act as the subject matter expert on OM/BM feature functionality. You will guide customers through complex data integrations and digital process mapping.
• Proactively identify gaps in the process, jump on screen shares to solve real-time puzzles, and document solutions to enable the rest of the organization.
• Serve as the "Project Command Center," holding Account Executives, Operations, Ecosystem developers, as well as customers accountable to tight timelines and high-fidelity data standards.
• Partner with Product and Sales to iterate on implementation collateral (e.g. AI-driven kickoff videos and standardized UAT (User Acceptance Testing) templates)
• Proactively identify risks in the implementation lifecycle and escalate effectively to leadership to ensure target go-live dates are met.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level