Customer Launch Manager

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Summary:

The Customer Launch Manager leads MGFs Customer Launch team a group of Senior Specialists responsible for the end-to-end implementation of new customers and growth programs. While formal reporting lines are subject to HR confirmation this role carries full functional accountability for the day-to-day performance of the team the health of the implementation pipeline and the quality of everything the team produces. The Customer Launch Manager is the first point of escalation for the team and the person responsible for the teams outcomes on behalf of the Head of Solution Design & Customer Launch.

This role is a player-coach: expected to run their own implementations at a senior level while simultaneously raising the capability of the team around them teaching tools methods and ways of working improving processes and developing team members into increasingly autonomous contributors. The Customer Launch Manager is not just the most experienced implementer on the team; they are the standard-setter the process owner and the connective tissue between the team and the rest of the organization.

Looking ahead this role is intended as a development path toward broader leadership within MGFs Solution Design & Customer Launch function and the person in it should be actively building the skills judgment and organizational fluency needed to step into that accountability over time.

Key Responsibilities:

• Own the day-to-day operational leadership of the Customer Launch team managing workload distribution monitoring the implementation pipeline and ensuring all active projects are staffed tracked and progressing against committed timelines

• Serve as the primary escalation point for the Customer Launch team on implementation blockers stakeholder conflicts at-risk go-lives and decisions that exceed the authority or experience level of a Senior Specialist

• Run senior-level implementations personally modeling the standard of work expected of the team and maintaining deep fluency in the full implementation lifecycle from contract handoff through go-live and operational stabilization

• Coach teach and develop Customer Launch Senior Specialists including hands-on guidance on project management methods Asana usage system configuration SOP development operational knowledge and customer-facing communication with the goal of building autonomous high-performing team members

• Own and continuously improve the teams tools templates and ways of working including Asana project structures implementation playbooks communication standards SOP frameworks and training materials ensuring they reflect current best practice and are consistently applied across the team

• Maintain a real-time view of the full implementation pipeline and be able to speak credibly to the status risks and resource implications of every active project at any moment including to senior leadership

• Drive cross-functional alignment on implementation priorities timelines and resource needs representing the Customer Launch teams requirements to commercial operations technology and leadership stakeholders with authority and clarity

• Identify and close capability gaps on the team whether through direct coaching process redesign or structured training and develop the teams collective knowledge of specialized LTL operations systems and implementation disciplines over time

• Contribute to the development of this persons own leadership capabilities in preparation for broader functional responsibility including proactively seeking feedback building cross-functional relationships and demonstrating sound judgment on team and organizational decisions

• Support the Head of Solution Design & Customer Launch in reporting on team performance pipeline health process improvement progress and capacity planning

Required Qualifications Education and Experience:

• High School Diploma or equivalent required; Bachelors Degree in Supply Chain Logistics Business or related field preferred. Demonstrated experience in LTL or specialized freight implementation customer onboarding or a combination of project management and logistics operations leadership is required.

• Deep practical knowledge of specialized LTL operations and non-standard customer setup activities including realistic sequencing and timeline implications for activities such as trailer pools pool points new service levels and custom handling procedures

Company Benefits:

• Medical

• Dental

• Vision

• 401k Company Match

• Employee Assistance Program

• Paid Time Off

• Flexible Work Schedules (when possible)

• And more!

Pay Range:

$90000-$105000*

*The above-stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.