Implementation Program Manager

This is a fully remote position, open to applicants in Connecticut, +2 more states.

📋 Description

• Oversee and effectively manage a portfolio of customer projects, which encompass fulfillment onboarding, standalone WMS and OMS launches, and Professional Services engagements.

• Take full ownership of the customer onboarding journey, from contract signing through to hypercare.

• Coordinate systems, infrastructure, standard operating procedures (SOPs), training, testing, launches, post-deployment feedback, and enhancement requirements for customers.

• Collaborate with Commercial, Implementation, Integration, and Operations teams.

• Balance customer outcomes with resource limitations, timelines, scope alterations, milestone risks, and project budget constraints.

• Monitor onboarding progress and performance metrics, including timelines, scope commitments, and revenue.

• Identify and implement key performance indicators (KPIs) and metrics aimed at enhancing onboarding processes.

• Design and implement technological solutions and new systems/processes for existing supply chain clients.

• Roll out internal tools and transition customers from legacy systems to Stord software.

• Provide insights to enhance Stord’s service offerings, solution design processes, and onboarding experiences.

• Recognize organizational efficiencies and advocate for continuous improvement across Supply Chain and the organization.

• Serve as a champion for Stord's values and culture.

⛳️ Requirements

• Exceptional verbal and written communication skills.

• Adaptable team player who thrives under pressure.

• Capability to seek clarification and challenge unfounded assumptions or expectations.

• Motivation and resilience to eliminate obstacles and empower teams to meet their objectives.

• Ability to guide functional, technical, and operational team members towards achieving program goals.

• Experience in a cross-functional, customer-centric change role such as consultant, manager, or customer implementation manager.

• Background in supply chain services, SaaS, and/or consulting environments.

• Proven ability to deliver results in a complex, fast-paced setting while managing multiple priorities.

• Skill in risk mitigation and resource management.

• Commitment to continuous improvement of tools and processes.

• Willingness to travel up to 50%.

• Experience in Supply Chain or Logistics is strongly preferred.

• Experience in implementing WMS, OMS, SaaS, and/or fulfillment solutions is strongly preferred.

• Functional and/or technical solution design experience is strongly preferred.

• Transformation experience, including business process change management and retiring legacy systems, is strongly preferred.

🏝️ Benefits

• Opportunity for travel up to 50% for critical customer milestones and relationship development.