Project Manager I, SPN

Frontdoor Defense; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Stord is seeking a Program Manager, Professional Services to own the onboarding experience for new customers and enable brand growth as customers launch new channels and services. You will lead cross-functional efforts from signature to hypercare, coordinating with Commercial, Implementation, and Operations teams.

The role requires coordinating complex onboarding activities across supply chain solutions, with a focus on process improvements, KPI development, and driving revenue through

Qualifications

• Excellent communication skills (verbal and written) across the organization and with stakeholders.
• Versatile team player who stays composed under pressure and asks clarifying questions.
• Drive to remove barriers and enable teams to achieve objectives.
• Experience in cross-functional, customer-oriented change roles in SaaS, consulting, or similar.
• Ability to balance multiple priorities in a fast-paced environment.
• Customer obsession with successful business outcomes as core driver.

Responsibilities

• Maintain and successfully execute a portfolio of customer projects from onboarding to stand-alone launches and professional services engagements.
• Partner with Commercial, Implementation, Integration, and Operations teams to drive onboarding from signature through hypercare, including systems, SOPs, training, testing, and translation of requests.
• Balance multiple internal/external priorities while aligning customer and company goals.
• Track progress and performance in onboarding, deliver revenue, and establish KPIs to improve processes.
• Lead design and execution of innovative tech solutions and new systems for existing customers across the supply chain network.
• Provide feedback to refine service offering, solution design, and onboarding experience for new customers.
• Act as a culture ambassador for Stord values and drive continuous improvement across Supply Chain and the organization.

Skills

Excellent communication

Cross-functional collaboration

Resilience under pressure

Travel up to 50%

Job description

Project Manager I, SPN - Remote Eligible

Oversee onboarding for new customers from signature to hypercare across supply chain solutions

About The Role

Program Manager, Professional Services

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and 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 True Classic, Native, Seed Health, 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 a Program Manager, Professional Services, 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