Implementation Program Manager

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 RoleAs an Implementation Program Manager you will be the face of Stord as we grow ourbusiness and partnerships together with our customers. You will be responsible for driving theonboarding experience of new customers to Stord's supply chain solutions, as well as enablingthe brand growth of existing customers as they launch new channels, services, and products totheir end-customers.What You'll DoMaintain and successfully execute a portfolio of customer projects ranging fromfulfillment onboarding to standalone (SW-only) WMS & OMS launches to ProfessionalServices engagements; and gracefully and seamlessly adjust to rapidly changingpriorities in that portfolioPartner with Commercial, Implementation, Integration, and Operations team members todrive and own all aspects of Stord’s onboarding process from signature throughhypercare, including systems, infrastructure, SOPs/training, testing, launch,post-deployment feedback, and translating customer enhancement requests torequirements and SOPsBalance a number of internal and external priorities (i.e. customer business outcomes,resource limitations, tight timelines, evolving scope changes, milestone risks and projectbudget constraints) with discretion and thoughtfulness towards both customer and StordgoalsTrack progress and performance in customer onboarding process (meetingtimelines/scope commitments, delivering revenue), including identifying andimplementing new KPIs and metrics to measure and improve our existing processesSpearhead the design and execution of innovative technology solutions andimplementation of new systems/processes for existing customers across our supplychain network, such as the deployment of new internal tools for employee use, ormigrating customers from legacy systems to Stord softwareProvide feedback to refine, develop and evolve Stord’s service offering, solution designprocess, and onboarding process and experience for new customersAct as a culture warrior for Stord values, as well as an advocate for continuousimprovement, by identifying opportunities and efficiencies in Supply Chain and acrossthe organizationWhat You'll NeedExcellent communication skills (verbal, written), to communicate horizontally andvertically within the organization and externally to customer stakeholders, all with clarity,precision and succinctnessWillingness to be a versatile team player that is comfortable under pressure, bold inasking for clarification when the requirement or action item is unclear, and unafraid tochallenge assumptions or expectations that are unfoundedThe endless drive and resilience to remove barriers and enable teams to complete theirobjectives, and the charisma to lead and bring together members from functional,technical and operational to achieve program goalsExperience in a cross-functional, customer-oriented change role such as a consultant,manager, or customer implementation manager in a supply chain services, SaaS, and/orconsulting environmentDemonstrated ability to deliver results in a complex, fast-paced environment whilebalancing multiple priorities, mitigating risks, and effectively managing limited resourcesEnthusiastic desire to continuously iterate and improve existing tools and processes,with customer obsession and successful business outcomes as core driversAbility and willingness to travel up to 50% for customer-critical milestones such askickoffs and go-lives; building strong customer relationships and leveraging effectivepartnership across local & remote Stord teams will be critical to your success in this roleStrongly EncouragedSupply Chain or Logistics experience – in particular in implementing WMS, OMS, SaaSand/or fulfillment solutionsFunctional and/or technical solution design experienceTransformation experience – including business process change management andexperience sunsetting legacy systems