Implementation Manager

Job description

The Implementation Manager oversees and reviews external clients’ product demands, develops project plans and ensures that implementations are completed on time, within budget, and meet client expectations. The position may be involved in training, sales and negotiation, and account tracking. Duties and ResponsibilitiesLead implementation of new accounts across multiple waves managing both client and CBP staff through successful transitions.Manage cross departmental project teams to ensure operational readiness of service launches.Responsible in designing metrics and status reports to monitor progress against project objectives and milestones.Evaluate and develop Standard Operating Procedures, Training materials and other references.Responsible in training newly onboarded staff on freight forwarding fundamentals, email etiquette and other basic skills.Ensure overall project tracking, planning, coordination, and status reporting to the various stakeholders (including Senior Management) using effective communication channels.Assist in the formulation of the service level targets with proper project governance (both Transition and Steady State projects), risk management and deliverables.Working with Client Manager to support the execution and implementation of project plans to transition business processes offshore. QualificationsMust have a bachelor’s degree with a least 3-5 years of working experience in the related fieldExperiences in CargoWise One system is an advantage.Freight-forwarding/logistics experience is a must.Experience in using new tools and technology.With strong organizational and time management skills with the ability to plan and complete work within given timeline.Ability to relate well to all kinds of people, up, down, and sideways, inside and outside the organization.Excellent communication and negotiation skills and demonstrated good problem solving, research and analytical skills to identify issues and provide solutions.Previous contact center experience in a voice account is an advantage.Amenable to work in rotating shifts, holidays, and weekends.