Implementation Manager (AI Logistics)

Location: Chicago area, with hybrid work required

Company

An AI platform is being developed to automate freight brokerage, carrier management, and 3PL operations.

What you will do

• Own end-to-end customer onboarding, implementation planning, go-live, and hypercare.
• Lead and coach Customer Success Representatives while also handling customer interactions directly.
• Optimize workflows for freight brokerages, carriers, and 3PLs through AI-driven automation.
• Monitor customer performance and engagement, identify adoption gaps, and improve onboarding practices.
• Serve as an escalation point and collaborate with engineering and product teams to resolve implementation challenges.
• Analyze customer data and feedback to identify process improvement opportunities and align execution strategies with the Customer Success Leader.

Requirements

• 5+ years of experience in supply chain and logistics software implementation, client delivery, or solution architecture.
• 3+ years of experience leading customer-facing teams.
• Strong knowledge of freight brokerage, logistics technology, transportation technology, or 3PL operations.
• Experience with TMS systems, 3PL platforms, workflow automation, large-scale customer integrations, and AI-driven automation.
• Background in process optimization, program management, cross-functional leadership, and customer operations.
• Technical experience with APIs, SQL, Postman, and logging or observability tools such as Langfuse or Kibana.

Nice to have

• Experience working with logistics technology startups.
• Experience scaling AI-driven workflows for logistics teams.

Culture & Benefits

• Competitive salary and stock options.
• Health, vision, and dental benefits.
• Flexible paid time off.
• On-site gym.
• Equal opportunity workplace with reasonable accommodation support.