Implementation Manager

Description

General Description

This role may be performed remotely by candidates based in Malaysia.

The Implementation Manager is accountable for the successful delivery of client implementations, including new business awards, re-implementations, and significant operational or system changes. The role leads cross-functional execution by translating contractual and commercial requirements into operational, technical, and organizational readiness, ensuring the business is prepared to execute at go-live and beyond.

The position operates with a high degree of autonomy and is responsible for managing risk, stakeholder alignment, and implementation outcomes across multiple concurrent initiatives.

Essential Job Functions

• Lead end-to-end implementation delivery from contract award through go-live, Hypercare, and transition to steady-state operations.
• Develop, own, and maintain implementation project plans, schedules, and deliverables, coordinating resources across Operations, Technology, Sales, Finance, and external stakeholders.
• Ensure implementation strategies are executed consistently across all participating regions, stations, and operational teams.
• Identify, assess, and escalate risks related to scope, operational readiness, systems, financial exposure, and service performance; drive mitigation plans to resolution.
• Oversee the creation, review, and governance of Standard Operating Procedures (SOPs) and implementation documentation to ensure operational compliance and knowledge transfer.
• Partner with Technology and Solution Engineering teams to validate integration scope, reporting requirements, and system readiness aligned with contractual commitments.
• Monitor implementation progress and performance through defined reporting mechanisms, dashboards, and project management tools; ensure accuracy and timeliness of updates.
• Serve as the primary point of accountability for implementation issues and escalations, applying sound judgment to balance client expectations, operational capability, and commercial risk.
• Lead post-implementation reviews, including operational and financial performance assessments, and contribute to continuous improvement initiatives.
• Maintain awareness of evolving tools, systems, and industry practices impacting implementation delivery.
• Perform other related duties as required.

Physical Requirements

• Job requires the ability to use vision, adjust focus and work on a standard computer screen.
• Job may require extended sitting or standing, use of standard office equipment.
• Job requires attendance and dependability.
• Job may require presence on-site at the assigned work location.
• Ability to travel domestically and internationally, as required.
• Frequent use of computer systems and standard office equipment.
• Ability to communicate verbally and in writing.
• Visual acuity sufficient for detailed, close work.

Other Skills/Abilities

• Excellent written and verbal communication skills in English and Mandarin is a must, including executive-level communication.
• Strong knowledge of transportation, logistics, or supply chain operations and operating models.
• Proven ability to manage complex, multi-stakeholder projects with competing priorities.
• Strong analytical and problem-solving skills with the ability to assess risk and recommend practical solutions.
• Excellent organizational, planning, and time management skills with a high degree of accuracy and attention to detail.
• Demonstrated ability to influence outcomes across matrixed teams without direct authority.
• Customer-focused mindset with strong stakeholder management and communication skills.
• Ability to operate effectively under pressure and adapt to changing priorities.
• Proficiency with project management, reporting, and collaboration tools (e.g., Jira, dashboards, document repositories).
• Ability to work effectively with diverse, cross-functional, and multicultural teams.

Education and Experience

• High School Diploma or GED required.
• Bachelor’s degree in Business, Transportation, Logistics, Supply Chain Management, or a related field preferred; or equivalent combination of education and experience.
• Minimum 5 years of relevant international freight forwarding experience in operations, implementation, project management, or related disciplines, including hands-on air freight experience.
• Experience in an air or ocean operational / OKAM role is also acceptable.
• Demonstrated experience managing complex projects or client implementations.
• Prior leadership or cross-functional coordination experience preferred.
• Experience working with Customs Brokerage is a plus.

Certifications and Licenses

• Professional certifications related to project management, logistics, or supply chain (e.g., PMP or equivalent) may be preferred or required based on business needs.