PROJECT MANAGER – IMPLEMENTATIONS
POSITION SUMMARY
Lead customer launches and applicable Change Management initiatives through the full project lifecycle by driving cross-functional execution, managing project governance, mitigating risks, and ensuring operational readiness for successful implementation.
The Project Manager – Implementations serves as the primary project leader responsible for aligning customers, stakeholders, and operational teams toward successful project outcomes while maintaining adherence to governance standards, implementation methodologies, and organizational priorities.
This role is accountable for project delivery, stakeholder communication, issue resolution, readiness validation, and successful transition into stabilization and operational ownership.
MISSION
Drive successful implementation of customer launches and applicable Change Management initiatives through disciplined project execution, cross-functional alignment, risk management, governance, and operational readiness.
CORE RESPONSABILITIES
Project Lifecycle Management
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Lead customer launches and applicable Change Management initiatives through the full project lifecycle in accordance with established project management methodologies and Launch Governance standards.
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Develop, maintain, and execute project management tools, documentation, and governance artifacts to support successful delivery of project objectives, scope, timelines, risks, and stakeholder expectations.
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Drive project execution by facilitating alignment, decision-making, accountability, and issue resolution across participating teams.
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Ensure successful transition of projects into stabilization and operational ownership.
Customer and Stakeholder Leadership
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Serve as the primary project leader and customer point of contact throughout the implementation lifecycle.
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Establish and manage customer expectations partnering with Commercial while ensuring alignment with project scope, cross-functional capabilities, operational readiness, and Launch Governance requirements.
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Facilitate customer meetings, implementation reviews, and project status discussions.
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Communicate project status, risks, decisions, and milestones to internal and external stakeholders.
Project Governance & Documentation
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Maintain complete, accurate, and current project documentation throughout the project lifecycle.
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Ensure project artifacts, included but not limited to project plans, customer profiles, RAID logs, meeting notes, status reports, post-launch metrics, and closure documentation are maintained in accordance with Launch Governance standards.
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Maintain project visibility through timely reporting and governance updates.
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Support governance reviews, decision-making, stabilization activities, and project closure requirements through accurate project records and reporting.
Cross-Functional Leadership & Execution
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Partner with Operations, Planning, Carrier Management, Client Services, Finance, Commercial, IT, and other functional teams to ensure successful project execution.
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Drive accountability and follow-through on project commitments and action items.
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Facilitate alignment across participating teams to ensure project objectives are achieved.
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Identify and resolve execution challenges through collaboration and escalation when required.
Risk Management & Readiness
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Identify, document, and manage project risks, assumptions, dependencies, and issues.
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Ensure operational, financial, and customer readiness requirements are validated throughout the project lifecycle.
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Serve as the primary escalation point for project-related risks, issues, dependencies, and readiness concerns.
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Facilitate cross-functional resolution of risks, roadblocks, and execution issues.
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Drive visibility, resolution planning, and stakeholder alignment to ensure timely mitigation of project impacts.
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Escalate critical risks and decisions requiring leadership intervention.
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Support launch execution, stabilization activities, and successful transition into operational ownership.
Reporting and Communication
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Maintain project dashboards, governance reporting, and implementation metrics.
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Deliver regular project updates to customers, internal stakeholders, and Launch Governance leadership.
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Prepare weekly project status reports, executive summaries, and governance materials.
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Ensure timely communication and appropriate visibility of project health, milestones, risks, critical decisions, and escalation items to customers, stakeholders, and leadership teams.
Process Adherence & Continuous Improvement
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Follow established Launch Governance methodologies, standards, templates, and launch playbooks.
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Support continuous improvement initiatives that strengthen project execution and governance effectiveness.
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Contribute lessons learned, best practices, and process improvement recommendations.
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Promote disciplined project management practices across supported initiatives.
KEY DELIVERABLES
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Project Execution & Delivery
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Launch Readiness & Stabilization
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Launch Governance & Stakeholder Alignment
SUCCESS MEASURES
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Project Delivery Excellence
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Governance & Documentation Discipline
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Customer Satisfaction
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Continuous Improvement
QUALIFICATIONS
Education
Required: Bachelor's Degree in International Business, Project Management, Supply Chain, Logistics, Industrial Engineering, Operations Management, or related field.
Preferred: Advanced degree in Project Management, Business, Operations, Supply Chain, or related discipline.
Professional Experience
Required:
- 5+ years of progressive experience in project management, program management, operations, supply chain, logistics, transportation, customer implementations, business transformation, or related operational environments.
- Experience leading cross-functional initiatives involving multiple stakeholders, operational dependencies, and competing priorities.
- Experience managing projects through the full project lifecycle, including initiation, planning, execution, go-live, stabilization, and closure.
- Experience working directly with customers and internal stakeholders to align requirements, manage expectations, resolve issues, and drive successful outcomes.
- Experience facilitating project meetings, stakeholder reviews, risk discussions, governance activities, and project decision-making processes.
- Strong understanding of transportation, logistics, supply chain, and operational environments.
Preferred:
- Experience supporting customer-facing implementations, launches, or strategic operational initiatives.
- Experience supporting organizational change, operational readiness, or process improvement initiatives.
- Experience working in fast-paced operational environments with multiple concurrent priorities.
Project Execution & Delivery Mindset
Demonstrated ability to drive disciplined execution, establish accountability, and maintain project momentum across complex cross-functional initiatives.
Ability to balance customer expectations, operational realities, governance requirements, and business objectives while maintaining focus on successful project delivery.
Demonstrates strong ownership, sound judgment, attention to detail, resilience under pressure, and the ability to effectively navigate ambiguity, conflict, and competing priorities.
Project & Program Management
Required:
- Working knowledge of project and program management principles, methodologies, governance practices, and stakeholder management techniques.
- Experience developing project plans, managing project risks, maintaining governance documentation, and facilitating cross-functional execution.
- Experience managing project communications, status reporting, issue resolution, and stakeholder alignment.
- Ability to drive execution and accountability without direct authority.
- CAPM Certification, equivalent project management certification, or demonstrated project management training and experience.
Preferred:
- Agile, Scrum, Lean Six Sigma, or equivalent project/program management training.
Technical Skills
Required:
- Advanced Microsoft Excel skills, including project tracking, reporting, analysis, and performance monitoring.
- Strong Microsoft PowerPoint skills with the ability to develop customer-facing and executive-ready presentations.
- Proficiency with Microsoft Word and business documentation standards.
- Experience maintaining project documentation, governance artifacts, dashboards, and reporting tools.
- Strong analytical and problem-solving capabilities with the ability to translate information into actionable recommendations.
- Strong written and verbal communication skills, including customer communications, stakeholder engagement, meeting facilitation, and presentation delivery.
Preferred:
- Experience with Smartsheet, Power BI, Optimiz, or similar project management, reporting, analytics, and performance management platforms.
- Experience developing dashboards, project reporting, and governance tracking mechanisms.
Language Requirements
Required:
- Professional fluency in English and Spanish (written and verbal).
- Ability to effectively communicate, facilitate meetings, develop business documentation, deliver presentations, and engage with customers and stakeholders in both languages.
Travel Requirements
Required:
- Ability to travel domestically and internationally as required to support customer launches, implementation activities, operational readiness reviews, site visits, stakeholder meetings, and stabilization efforts.
- Travel requirements may vary based on project portfolio, customer needs, and business priorities.
Leadership Competencies
Strong communication, facilitation, and stakeholder engagement skills.- Customer relationship management and expectation management.
- Conflict resolution, negotiation, and problem-solving capabilities.
- Ability to influence and drive accountability without formal authority.
- Strong organizational awareness and cross-functional collaboration.
- Risk identification, escalation management, and decision facilitation.
- Emotional intelligence, resilience, and composure under pressure.
- Strong ownership mentality with a bias toward execution and results.
- Attention to detail and commitment to launch governance discipline.
- Continuous improvement mindset and willingness to challenge inefficiencies.
- Ability to establish structure, maintain momentum, and drive successful project outcomes.
