Manager of Customer Implementation | Ecommerce Experience Required | Shipping Platform Experience Required

OnTrac is hiring a Manager of Customer Implementations, Mid-Market 

Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter! 

Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.  

Employment Logistics:  

As The Manager of Mid-Market Customer Implementations, you will be responsible for leading a team of Customer Implementation Consultants who work cross-functionally to create and execute custom implementations and management solutions for new and existing customers. This position requires leadership skills, project management skills, technical knowledge of IT systems, and effective relationship management capabilities to complete the implementation 

process timely and efficiently. 

Unpacking the Benefits:  

• Competitive individual and group benefits   

• Medical, Dental, and Vision insurance   

• Paid Time Off including Holiday pay   

• 401(k) with company match   

• Safe and clean work environment   

The Must-Haves: 

• Degree in Business or related / technical field 

• 2+ years in people management role 

• Lean Six Sigma or other business process management experience a plus; passion for continuous learning and quality improvement is a must 

• Prior experience in the industry a plus 

Your Mission in Motion:  

• Execute customer implementation strategy roadmap to drive changes that enhance external value proposition (e.g. reduce onboarding timelines) and internal synergies (e.g. reduce waste) 

• Establish and measure performance amongst Customer Implementation Consultants 

• Identify broader lessons learned and collaborate cross-functionally to implement solutions that drive greater efficiencies  

• Balance workload amongst team members for new customer implementations and expansion opportunities 

• Confirm scope of implementation projects and assist team to develop strong transition plan to meet project objectives 

• Implement, maintain, and refine the customer implementation process documentation 

• Develop deep understanding of internal business / technology capabilities and limitations 

• Maintain awareness of internal organizational changes that impact the implementation process and incorporate changes as required 

• Effectively manage team and customer implementations to ensure tasks are completed on time 

• Ensure proper execution of cross functional setup requirements 

• Identify and resolve any implementation roadblocks / issues to ensure customer needs are met on time 

• Conduct on-site visits to assess new customer needs (when applicable) 

• Provide clear and concise communication to internal and external stakeholders on project dispositions 

• Develop, maintain and exercise appropriate technical expertise (as required) 

• Be a thought partner to senior business leaders 

Paving your way to your success:  

• Ability to lead, influence and deliver results in a teamwork environment  

• Proficient in project management with strong time management and prioritization abilities; capable of managing multiple projects simultaneously 

• Ability to clearly communicate – verbal, written and presentation skills 

• Passion for fostering relationships with customers and managing conflicting priorities amongst stakeholders 

• Exemplary problem-solving skills coupled with meticulous organization and unwavering attention to detail to ensure zero defects 

• Aptitude with data transfer techniques / concepts and ability to manipulate / interpret data in various formats (e.g. REST APIs, FTP, SFTP, JSON, etc.) 

• Balance fun & positive working relationships with the need to have direct conversations around business performance 

If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply!