Implementation Program Manager

Stord, Inc.; North Carolina; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Stord, Inc. is seeking an Implementation Program Manager to lead onboarding and expansion of customers onto our supply chain platform.

You will own end-to-end onboarding, coordinate across Commercial, Implementation, Integration, and Operations, and ensure successful go-lives with KPI-driven outcomes. You will balance priorities, manage timelines, and translate customer needs into clear requirements and SOPs, while advocating for process improvements and scalable solutions within a fast-paced

Qualifications

• Excellent communication skills to collaborate across teams and with customers.
• Ability to balance multiple priorities in a fast-paced SaaS environment.
• Experience in cross-functional, customer-oriented change roles.
• Strong problem solving and requirement translation into SOPs.
• Proven track record delivering onboarding projects on time and within scope.
• Willingness to travel up to 50% for milestones.

Responsibilities

• Maintain and manage a portfolio of customer onboarding projects.
• Coordinate with Commercial, Implementation, Integration and Operations teams from signature to hypercare.
• Translate customer requests into requirements and SOPs.
• Track KPIs and drive process improvements.
• Ensure successful go-lives and revenue impact.

Skills

Communication

Cross-functional work

Delivery-focused

Change management

Resource planning

Travel readiness

Job description

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission. By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale. With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order. Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

About the Role

As an Implementation Program Manager you will be the face of Stord as we grow our business and partnerships together with our customers. You will be responsible for driving the onboarding experience of new customers to Stord's supply chain solutions, as well as enabling the brand growth of existing customers as they launch new channels, services, and products to their end-customers.

What You'll Do

• Maintain and successfully execute a portfolio of customer projects ranging from fulfillment onboarding to standalone (SW-only) WMS & OMS launches to Professional Services engagements; and gracefully and seamlessly adjust to rapidly changing priorities in that portfolio
• Partner with Commercial, Implementation, Integration, and Operations team members to drive and own all aspects of Stord’s onboarding process from signature through hypercare, including systems, infrastructure, SOPs/training, testing, launch, post-deployment feedback, and translating customer enhancement requests to requirements and SOPs
• Balance a number of internal and external priorities (i.e. customer business outcomes, resource limitations, tight timelines, evolving scope changes, milestone risks and project budget constraints) with discretion and thoughtfulness towards both customer and Stord goals
• Track progress and performance in customer onboarding process (meeting timelines/scope commitments, delivering revenue), including identifying and implementing new KPIs and metrics to measure and improve our existing processes
• Spearhead the design and execution of innovative technology solutions and implementation of new systems/processes for existing customers across our supply chain network, such as the deployment of new internal tools for employee use, or migrating customers from legacy systems to Stord software
• Provide feedback to refine, develop and evolve Stord’s service offering, solution design process, and onboarding process and experience for new customers
• Act as a culture warrior for Stord values, as well as an advocate for continuous improvement, by identifying opportunities and efficiencies in Supply Chain and across the organization

What You'll Need

• Excellent communication skills (verbal, written), to communicate horizontally and vertically within the organization and externally to customer stakeholders, all with clarity, precision and succinctness
• Willingness to be a versatile team player that is comfortable under pressure, bold in asking for clarification when the requirement or action item is unclear, and unafraid to challenge assumptions or expectations that are unfounded
• The endless drive and resilience to remove barriers and enable teams to complete their objectives, and the charisma to lead and bring together members from functional, technical and operational to achieve program goals
• Experience in a cross-functional, customer-oriented change role such as a consultant, manager, or customer implementation manager in a supply chain services, SaaS, and/or consulting environment
• Demonstrated ability to deliver results in a complex, fast-paced environment while balancing multiple priorities, mitigating risks, and effectively managing limited resources
• Enthusiastic desire to continuously iterate and improve existing tools and processes, with customer obsession and successful business outcomes as core drivers
• Ability and willingness to travel up to 50% for customer-critical milestones such as kickoffs and go-lives; building strong customer relationships and leveraging effective partnership across local & remote Stord teams will be critical to your success in this role

Strongly Encouraged

• Supply Chain or Logistics experience – in particular in implementing WMS, OMS, SaaS and/or fulfillment solutions
• Functional and/or technical solution design experience
• Transformation experience – including business process change management and experience sunsetting legacy systems

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Stord participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.