Implementation Manager

Forward Air•Dallas, TX

9d•$110,000 - $120,000•Onsite

About The Position

The Implementation Manager will act as a senior project owner, facilitator, and leader to ensure a seamless and sustainable handoff from Sales to Operations for new domestic and international forwarding and freight business. This role is critical in setting up operations for long-term success by coordinating stakeholders, managing timelines, and translating customer requirements into executable operational, systems and compliance solutions, while ensuring the customer experience remains exceptional throughout the onboarding process. You will serve as the “air traffic controller” for implementation projects—owning implementation strategy and readiness, facilitating discussions between internal teams and clients, challenging assumptions and resolving issues proactively, and ensuring every detail is aligned before operations take over.

Requirements

Bachelor’s degree in Supply Chain, Logistics, Industrial Engineering, Business, or related field (or equivalent experience)
5+ years in freight forwarding, logistics, or transportation operations or account management with demonstrated exposure to international forwarding
Desk-level operations experience strongly preferred, with the ability to assess downstream operational impact of implementation decisions
Strong project management and organizational skills, including building new processes, managing cross-functional dependencies, and competing priorities
Excellent communication and facilitation abilities across diverse teams and personalities
Strong technical and analytical aptitude including ability to interpret operational and financial data and understand TMS and integration capabilities
Highly collaborative and proactive communicator
Strong problem-solving skills and ability to anticipate challenges
Comfortable working in a global environment with multiple time zones

Nice To Haves

Written bilingual skills are a plus

Responsibilities

Own end-to-end implementation strategy and execution for new business, both domestic and international - with a significant focus on international solutions
Act as the central point of contact between Sales, Operations, IT, and external stakeholders ensuring clarity of ownership and process
Assess customer requirements and operational needs, translating them into clear project plans, including implementation actions, risks and readiness criteria that must be addressed prior to go-live
Facilitate communication across multiple functions and global teams to ensure alignment
Lead implementation of international forwarding processes, including coordination across customs, trade compliance, documentation, and multi-country stakeholders
Develop working knowledge of Forward, Omni, and partner transportation management systems (TMS), as well as EDI/API integration capabilities, to ensure customer requirements for rating, booking, visibility, and tracking are fully supported prior to go-live
Partner with Sales, Operations, and Finance to review post-implementation performance, including realization, profitability, and customer experience metrics, identifying gaps between what was sold and what is being executed
Facilitate cross-functional discussions when post-launch performance, customer experience, or operational outcomes indicate misalignment, driving corrective actions
Serve as a trusted advisor during onboarding, creating a positive customer experience and setting relationships up for long term success
Recommend process enhancements to improve implementation efficiency and scalability
Other duties as assigned