Client Services Project Manager

Job Title: Client Operations Project Manager

Location: Provo, UT
Department: Client Operations
Employment Type: Full-Time, Exempt
Reports To: Client Services Leadership
Company: Launch Fulfillment Inc.

About Launch Fulfillment:

Launch Fulfillment is a premium third-party logistics (3PL) provider supporting high-growth eCommerce, wholesale, and retail brands. We specialize in operational excellence, accountability, and scalable execution — serving clients who expect more than standard fulfillment.

Our Client Operations department exists to protect execution quality and ensure complex client commitments are delivered accurately, on time, and without friction.

Position Overview:

The Client Operations – Project Manager is a hands-on execution leader responsible for owning complex client initiatives from scoping through completion. This role owns execution and results—not just coordination, tracking, or reporting—and is empowered to drive cross-functional alignment and escalate when client outcomes are at risk. In addition, this role contributes to execution strategy by identifying patterns, risks, and opportunities to drive consistent results and improve overall client satisfaction. It serves as the connective tissue between Sales, Operations, Client Technology, Finance, and Client Relations. You will be expected to take ownership, drive timelines, hold teams accountable, escalate when needed, and ensure that client-impacting work actually gets done — cleanly and correctly.

This is not a customer service or ticket-response role.

This role is ideal for someone who thinks like an operator, communicates like a leader, and executes like a project manager.

Key Responsibilities:

Client Project Ownership & Execution

• Own and manage complex, cross-functional client initiatives including:
• New client onboarding and implementations
• System integrations, workflow changes, and process redesign
• Promotions, kitting programs, labeling or packaging changes
• Volume ramps, SKU transitions, and operational pivots
• Define project scope, timelines, dependencies, and ownership
• Ensure commitments made by Sales are operationalized accurately
• Drive projects through completion — not just coordination

Client Onboarding & Stabilization

• Act as the execution owner for onboarding from post-sale through go-live
• Coordinate readiness across Operations, Client Technology, and Client Relations
• Identify and resolve gaps in process, systems, or expectations
• Manage post-launch stabilization (“dial-in”) to ensure operational consistency

Critical Issue & Escalation Management

• Take ownership of complex or high-risk client issues, including:
• Order or inventory issues impacting revenue
• Time-sensitive deadlines with client or retailer exposure
• Situations posing operational, financial, or reputational risk
• Drive urgency, accountability, and escalation when necessary
• Ensure issues are resolved within defined SLAs and documented clearly

Internal Alignment & Communication

• Serve as the internal point of clarity for client-specific projects and expectations
• Translate client needs into actionable internal workflows and priorities
• Communicate clearly with leadership on risks, blockers, and status
• Support and guide Client Relations when issues extend beyond routine support
• Build and maintain strong working relationships with key internal stakeholders and client-facing partners to ensure alignment, trust, and effective execution.

What Success Looks Like

· Client projects launch on time, within scope, and without surprises

· Issues are anticipated and addressed proactively

· Internal teams know who owns what — and follow through

· Clients feel confident, informed, and supported

· Client Operations is seen as a problem-solving function, not a help desk

Skills & Qualifications:

Required

• 3 years of experience in project management, client operations, or operational execution
• Proven ability to manage multiple projects simultaneously
• Strong written and verbal communication skills
• Comfort coordinating across Operations, Technology, Sales, and Finance
• High ownership mindset with strong follow-through
• Ability to make judgment calls and escalate appropriately

Preferred

• Experience in logistics, fulfillment, supply chain, or eCommerce operations
• Familiarity with WMS, OMS, ERP, or integration-based workflows
• Experience managing onboarding or implementation projects
• Background in high-growth or fast-paced operational environments

Why Join Launch Fulfillment

• Competitive base salary ($70,000–$90,000) plus performance bonuses
• Full benefits package
• High ownership, high impact role
• Direct exposure to operations, systems, and leadership
• Opportunity to grow with a scaling organization

Additional Information

This job description reflects the core responsibilities of the role but is not an exhaustive list. Launch Fulfillment reserves the right to modify duties as business needs evolve.

Launch Fulfillment is an Equal Opportunity Employer.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $70,000 - $90,000