Implementation Manager

We are a team of engineers, product designers, and customer champions applying the most transformative technology of our times, AI, to one of the largest industries in the world: logistics. Our mission is to streamline freight brokerage, carrier management, and 3PL operations through automation, freeing teams to focus on high-value strategic work.

We are looking for implementation experts with deep expertise in freight, logistics, and technology implementation to help scale our impact. If you’re excited about managing a high-performing team and optimizing customer workflows with AI-driven solutions, we want to hear from you., As an Implementation Manager at Augment, you will serve as both a leader and an individual contributor, directly owning the end-to-end onboarding execution for customers while simultaneously coaching and developing a team of Customer Success Representatives (CSRs). Your objective will be to manage workflow go-lives through meticulous project planning and technical implementation, ultimately fostering customer adoption, enhancing product satisfaction, and collaborating directly with brokerages, carriers, and 3PLs to integrate AI-driven automation into their operational workflows., * Biased for action; be proactive about scoping, executing, and coordinating all implementation activities with external and internal stakeholders with minimal oversight. Able to translate abstract workflow vision into executable tasks and drive a vigorous drum beat to execute.

• Do what it takes; We meet our customers where they work. Leverage multiple tools and communication conduits to drive internal and external success for our customers.
• Manage, mentor, and develop a team of CSRs to drive customer adoption and satisfaction.
• Oversee customer go-live and hypercare processes, ensuring fast response times and issue resolution.
• Optimize workflows for freight brokerages, carriers, and 3PLs, ensuring seamless AI integration.
• Monitor client performance and engagement, proactively addressing adoption gaps.
• Standardize training and best practices to help CSRs enhance customer onboarding and ongoing support.
• Act as an escalation point for customer concerns, working cross-functionally with engineering and product teams to resolve challenges.
• Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities.
• Collaborate with the Customer Success Leader (CSL) to align execution strategies and ensure smooth communication across teams.

• Ability to roll up your sleeves and personally handle customer interactions-this is not just a leadership role, it’s a doer role.
• Must be located in the Chicago area and be willing to work in a hybrid capacity.
• 5+ years of experience in supply chain and logistics software implementation, client delivery, and solution architect roles.
• 3+ years of experience leading customer-facing teams, preferably with logistics tech startups. Thrive in a high-paced environment with ambiguity.
• Strong knowledge in freight brokerage, logistics, transportation technology, or 3PL operations preferred.
• Strong knowledge of TMS systems, 3rd-party logistics platforms, and workflow automation tools.
• Experience managing large-scale customer integrations and AI-driven automation solutions.
• Background in process optimization, program management, and cross-functional leadership., * Supply Chain and Logistics Software Implementation Experience
• Freight Brokerage / 3PL Experience
• Team Leadership & Implementation Strategy
• AI & Automation Experience in Logistics
• Proven technical capability on top of solid project management skills

Bonus Points For:

• Experience scaling AI-driven workflows for logistics teams
• Hands on experience working with API technology, SQL, Postman, and logging/observability software like Langfuse or Kibana
• Background in both program management and customer operations

• Competitive Salary + Stock Options
• Comprehensive Health, Vision, and Dental Benefits
• Flexible PTO
• On-site Gym

That insight became our mission-to free logistics professionals from busywork so they can focus on what truly drives business growth. Augment isn’t just about efficiency; it’s about transforming an entire industry by empowering teams with AI-driven solutions that make logistics smarter, faster, and more adaptive.