The posting
ABOUT STORD
Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and 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 True Classic, Native, Seed Health, 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 Role: As a Program Manager, Professional Services, you will be the face of Stord as we grow our business and partnerships together with our customers. You will be responsible for driving the onboarding experience of new customers to Stord's supply chain solutions, as well as enabling the brand growth of existing customers as they launch new channels, services, and products to their end-customers.
What You'll Do:
- Maintain and successfully execute a portfolio of customer projects ranging from fulfillment onboarding to standalone (SW-only) WMS & OMS launches to Professional Services engagements; and gracefully and seamlessly adjust to rapidly changing priorities in that portfolio
- Partner with Commercial, Implementation, Integration, and Operations team members to drive and own all aspects of Stord’s onboarding process from signature through hypercare, including systems, infrastructure, SOPs/training, testing, launch, post-deployment feedback, and translating customer enhancement requests to requirements and SOPs
- Balance a number of internal and external priorities (i.e. customer business outcomes, resource limitations, tight timelines, evolving scope changes, milestone risks and project budget constraints) with discretion and thoughtfulness towards both customer and Stord goals
- Track progress and performance in customer onboarding process (meeting timelines/scope commitments, delivering revenue), including identifying and implementing new KPIs and metrics to measure and improve our existing processes
- Spearhead the design and execution of innovative technology solutions and implementation of new systems/processes for existing customers across our supply chain network, such as the deployment of new internal tools for employee use, or migrating customers from legacy systems to Stord software
- Provide feedback to refine, develop and evolve Stord’s service offering, solution design process, and onboarding process and experience for new customers
- Act as a culture warrior for Stord values, as well as an advocate for continuous improvement, by identifying opportunities and efficiencies in Supply Chain and across the organization
What You'll Need:
- Excellent communication skills (verbal, written), to communicate horizontally and vertically within the organization and externally to customer stakeholders, all with clarity, precision and succinctness
- Willingness to be a versatile team player that is comfortable under pressure, bold in asking for clarification when the requirement or action item is unclear, and unafraid to challenge assumptions or expectations that are unfounded
- The endless drive and resilience to remove barriers and enable teams to complete their objectives, and the charisma to lead and bring together members from functional, technical and operational to achieve program goals
- Experience in a cross-functional, customer-oriented change role such as a consultant, manager, or customer implementation manager in a supply chain services, SaaS, and/or consulting environment
- Demonstrated ability to deliver results in a complex, fast-paced environment while balancing multiple priorities, mitigating risks, and effectively managing limited resources
- Enthusiastic desire to continuously iterate and improve existing tools and processes, with customer obsession and successful business outcomes as core drivers
- Ability and willingness to travel up to 50% for customer-critical milestones such as kickoffs and go-lives; building strong customer relationships and leveraging effective partnership across local & remote Stord teams will be critical to your success in this role
Strongly Encouraged:
- Supply Chain or Logistics experience – in particular in implementing WMS, OMS, SaaS and/or fulfillment solutions
- Functional and/or technical solution design experience
- Transformation experience – including business process change management and experience sunsetting legacy systems
