Implementation Manager, Control Tower

About the role

Implementation Manager, Control Tower

Flexport has centralized all Control Tower implementations into a dedicated Center of Excellence. We are looking for a high-impact Implementation Manager to lead our most complex, large-scale North American customer awards.

This is not a traditional freight implementation role. You will be the architect responsible for onboarding our most strategic customers onto Flexport’s Order Management (OM) and Booking Management (BM) software suites. You will sit at the intersection of global logistics, enterprise software, and technical integrations, acting as the primary "connective tissue" between the customer, Sales, Operations, and our Ecosystem/Product teams.

What you'll do:

• Architect the Future: Lead end-to-end implementations for large, complex Control Tower awards, moving customers from award to a fully integrated, live "steady state."
• Technical Solutioning: Act as the subject matter expert on OM/BM feature functionality. You will guide customers through complex data integrations and digital process mapping.
• Drive the "Figure It Out" Culture: As this product suite is rapidly evolving, you will proactively identify gaps in the process, jump on screen shares to solve real-time puzzles, and document solutions to enable the rest of the organization.
• Orchestrate Stakeholders: Serve as the "Project Command Center," holding Account Executives, Operations, Ecosystem developers, as well as customers accountable to tight timelines and high-fidelity data standards.
• Continuous Innovation: Partner with Product and Sales to iterate on implementation collateral (e.g. AI-driven kickoff videos and standardized UAT (User Acceptance Testing) templates)
• Strategic Escalation: Proactively identify risks in the implementation lifecycle and escalate effectively to leadership to ensure target go-live dates are met.

What you'll need:

• Professional Experience: BA/BS degree with 4+ years of experience in supply chain consulting, enterprise software implementation, or complex project management.
• Stellar Communication: The ability to "talk shop" with technical developers and "talk strategy" with enterprise customers. You must be able to deliver clear, concise written and verbal status updates that define risks and next steps.
• Technical Fluency: A strong interest in (or experience with) ERP integrations, EDI/API workflows, and software-as-a-service (SaaS) value propositions.
• Program Management Mastery: Next-level organization skills. You should be comfortable managing a pipeline of multiple large-scale implementations simultaneously without losing sight of the details.
• The "Builder" Mindset: You thrive in the "gray area." If a process doesn't exist, you enjoy building it, documenting it, and training others on it.
• Urgency & Accountability: A track record of "figuring stuff out." You act with urgency, escalate when others aren't doing their part, and take full ownership of the customer’s success.