Position Summary:
The Implementation Manager is responsible for managing new business implementations. They serve as the business owner and leader of these implementations and are accountable for delivering business results. This role supports the ongoing needs of the business while ensuring best practices implemented throughout the organization. Provide technical oversight of the products’ installation environment, maintenance of the system to ensure reliable performance. Advocate continuous improvement methodologies and tools across the business and responsible for facilitating project identification and implementation in coordination with facility operations.
Key Responsibilities:
- Provide day-to-day direction to cross-functional implementation pods/support teams and best practices to the customers on deploying the productions within their environment.
- Build the designed engineering structure to scale to grow with the strategy of the company, and define roles and responsibilities for the implementation team in supporting operations
- Sign-off on and test Standard Operating Procedures (SOP’s) through partnership with IT
- Collaborate with customer and operations leadership to ensure all processes are adhered to throughout the implementation process.
- Understanding of Operational Excellence as it pertains to Labor Management Systems, Work
- Force Optimization and Performance Coaching & Observation principles to assure the attainment of facility production, quality and safety standards and objectives.
- Ensure smooth transition to operations post go-live and ramp-up
- Work closely with project managers to identify potential issues and risks.
- Ensure FedEx brand standards are upheld, particularly in the delivery of customer facing standards.
- Engage Sales, Solutions and Operations to validate new business scope as it pertains to customer contract documents, technical specifications and data analytics to ensure correct technologies are selected to support customer requirements
- Serve as first line decision maker for the business including developing ramp up plans and schedules that meet customer requirements while also identifying risks and developing mitigation plans
- Create documentation that enables the transition from implementation to post implementation support.
- Lead and manage implementation of new business end-to-end after verbal award, maintaining communication throughout the course of the project to meet customer expectations.
- Plan, lead, organize and control multiple project initiatives in accordance with approved scope and schedule.
- Interact directly with various customer representatives, ranging from senior operations to warehouse operations and end-users.
- Implement complex business requirements through a variety of tools and technologies.
- Translate business requirements into a robust, scalable design and drive proper change control through the life-cycle of the project
What you’ll have:
- Bachelor’s Degree in related field preferred and 8 years of relevant experience.
- Excellent oral and written communication skills.
- Possess the ability to motivate and maintain effective working relationships.
- Experience managing others including contractors and suppliers.
- Direct customer facing and implementation delivery experience.
- Ability to add, subtract, multiply and divide.
- Ability to quickly learn new concepts and technologies and convert them into customer solutions.
- Ability to read, write and interpret information.
- Ability to rely on experience and judgment to plan and accomplish goals.
- Customer service driven
- Ability to use hands to finger, handle, or feel.
- Ability to follow policies and procedures.
- In lieu of degree, high school diploma or GED and 10 years of relevant experience.