Director, Implementation & Technical Services

Overview

The Director of Implementation & Technical Services will have the responsibility to lead our client onboarding, system integration, and technical operations within our 3PL environment.   This role is responsible for driving the successful deployment of order management systems (OMS), ERP systems, and related integrations across our client portfolio. The Director will oversee a cross-functional team, ensuring that all technical implementations align with operational goals, client requirements, and industry best practices. 

Responsibilities

• Lead and manage the full lifecycle of client implementations, including discovery, solution design, configuration, testing, deployment, and support.
• Oversee OMS and ERP ensuring accurate system configuration and alignment with operational workflows.
• Manage technical integrations with clients and vendors, including EDI, API, and other system-to-system communications.
• Serve as the senior point of escalation for complex technical issues during implementation and post-go-live support.
• Collaborate with internal stakeholders—including Sales, IT, Operations, and Professional Services—to ensure smooth handoffs and alignment.
• Build and maintain a high-performing team of implementation specialists, technical project managers, and support analysts.
• Develop and maintain project plans, status reports, and performance metrics to monitor project success and team effectiveness.
• Continuously evaluate and improve implementation methodologies, tools, documentation, and SOPs.
• Ensure compliance with client SLAs, project timelines, and system uptime/service availability targets.
• Stay current on WMS/TMS trends, technologies, and logistics innovations to guide strategic system improvements.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

MINIMUM JOB REQUIREMENTS:

• Bachelor’s degree in Supply Chain, Logistics, Information Systems, or a related field (MBA or Master’s degree preferred).
• 8–10 years of experience in the 3PL industry, with at least 3–5 years in a leadership or director-level role.

PREFERRED EDUCATION AND EXPERIENCE

• Proven track record managing large-scale WMS/TMS implementations (e.g., Manhattan, Blue Yonder, SAP EWM, or similar).
• Strong understanding of 3PL operations, including order fulfillment, inventory management, shipping, and reverse logistics.
• Hands-on experience with technical integrations, including EDI/API protocols and client-specific system configurations.
• Exceptional leadership, project management, and client relationship skills.
• Proficient in project tools such as MS Project, Smartsheet, Jira, or equivalent.
• Ability to manage competing priorities in a high-growth, service-driven environment.
• PMP (Project Management Professional)
• Lean Six Sigma (Green Belt or higher)
• Agile/Scrum certification

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent written and verbal communication skills.
• Excellent analytical, problem solving and decision-making skills.
• Ability to accept changing workflows and unexpected demands requiring flexibility.
• Ability to work under pressure and appropriately prioritize responsibilities.
• Ability to work independently with minimal supervision.
• Ability to develop collaborative working relationships.

• Ability to prepare and write investigational reports for management review.
• Working knowledge of current including Good Documentation Practices, and Good Distribution Practices.
• Strong proficiency in Microsoft Office; Outlook, Excel and Teams

• Proficient in use of computers and ability to learn internal software programs.
• Attentive to details
• Able to prioritize multiple tasks

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.