Implementation Program Manager
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Job Description
Implementation Program Manager leading customer onboarding for Stord’s fulfillment, WMS, OMS, and commerce solutions. Driving launches, migrations, process improvements, and cross-functional delivery.
Responsibilities:
- Maintain and successfully execute a portfolio of customer projects, including fulfillment onboarding, standalone WMS and OMS launches, and Professional Services engagements
- Own all aspects of the customer onboarding process from signature through hypercare
- Coordinate systems, infrastructure, SOPs and training, testing, launch, post-deployment feedback, and customer enhancement requirements
- Partner with Commercial, Implementation, Integration, and Operations teams
- Balance customer outcomes, resource limitations, timelines, scope changes, milestone risks, and project budget constraints
- Track onboarding progress and performance, including timelines, scope commitments, and revenue
- Identify and implement KPIs and metrics to improve onboarding processes
- Design and execute technology solutions and new systems/processes for existing supply chain customers
- Deploy internal tools and migrate customers from legacy systems to Stord software
- Provide feedback to improve Stord’s service offering, solution design process, and onboarding experience
- Identify organizational efficiencies and promote continuous improvement across Supply Chain and the organization
- Act as an advocate for Stord values and culture
Requirements:
- Excellent verbal and written communication skills
- Versatile team player comfortable under pressure
- Ability to ask for clarification and challenge unfounded assumptions or expectations
- Drive and resilience to remove barriers and enable teams to complete objectives
- Ability to lead functional, technical, and operational team members to achieve program goals
- Experience in a cross-functional, customer-oriented change role such as consultant, manager, or customer implementation manager
- Experience in a supply chain services, SaaS, and/or consulting environment
- Demonstrated ability to deliver results in a complex, fast-paced environment while balancing multiple priorities
- Ability to mitigate risks and manage limited resources
- Desire to continuously improve tools and processes
- Ability and willingness to travel up to 50%
- Supply Chain or Logistics experience strongly encouraged
- Experience implementing WMS, OMS, SaaS, and/or fulfillment solutions strongly encouraged
- Functional and/or technical solution design experience strongly encouraged
- Transformation experience, including business process change management and sunsetting legacy systems, strongly encouraged
Benefits:
- Travel opportunity of up to 50% for customer-critical milestones and relationship building
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