Delivery Manager

ODW Logistics is a people-focused and customer-driven third-party logistics (3PL) provider committed to delivering seamless end-to-end supply chain solutions. Our extensive range of services include supply chain design and innovation, warehousing, efficient distribution and fulfillment, freight brokerage, transportation management, and specialized e-commerce fulfillment solutions.

Salary Pay Grade Level 19

POSITION SUMMARY

The Delivery Manager serves as the single point of accountability for customer implementation success, leading projects from business award through go-live, and 30/60/90-day stabilization. This role is responsible for ensuring cross-functional alignment, operational readiness, and successful execution of complex implementations while partnering with the PMO and centralized OSI teams, while driving structured organizational change, adoption, and sustained performance across the implementation lifecycle

The Delivery Manager focuses on customer outcomes, operational readiness, and execution, while partnering with the Director of Project Management and Project Managers who own the budget, timeline, and governance.

Classification: Full Time, Exempt

Reports To: Sr. Director, Strategic Implementations & Operations

Supervises: N/A

Department: OpEx / Strategic Implementations / PMO

Travel Required: Up to 25–50% depending on project phase and go-live activity

ESSENTIAL RESPONSIBILITIES

Customer Ownership & Implementation Leadership

· Serve as the primary customer-facing owner for the implementation lifecycle (Award → Go-Live → 30/60/90)

· Drive alignment across customer and internal stakeholders to ensure successful onboarding and execution

· Lead customer governance cadence, including executive updates and escalation management

Operational Readiness & Go-Live Accountability

· Owns overall business readiness and execution, ensuring the operation is prepared to perform at expected service, cost, and productivity levels from go-live forward.

· Lead go-live planning, execution, and hypercare support

· Drive successful transition to steady state, including 30/60/90 performance reviews

· Validate that teams can effectively execute new processes, systems, and workflows—not just that training is complete

· Identify and close capability gaps prior to go-live to ensure Day 1 operational success

Cross-Functional Coordination

· Coordinate across Operations, IT, Engineering, HR, Finance, and Commercial teams

· Ensure all functional owners are aligned on deliverables, timelines, and accountability

· Drive issue resolution and remove barriers to execution

Program & PMO Alignment

· Partner with the Director of Program Management and PM Team to ensure alignment to budget, timeline, and governance structures

· Maintain visibility to risks, dependencies, and milestones while avoiding duplication of PM responsibilities

· Support consistent execution aligned to the Master Implementation Plan (MIP)

OSI Delivery Coordination

· Partner with the Director of OSI to ensure proper scheduling of centralized OSI resources

· Ensure OSI deliverables (UAT, training, reporting, etc.) are completed on time and aligned to milestones

· Prevent ad-hoc resource pulls and reinforce structured delivery model

Scope Control & Change Management (Non-Negotiable)

· Drive structured change management practices aligned to the ADKAR framework (Awareness, Desire, Knowledge, Ability, Reinforcement) to ensure successful adoption and sustained operational performance

· Establish stakeholder awareness of the “why” behind implementation decisions, risks, and required changes. Build alignment and commitment across site leadership and cross-functional teams to support execution.

· Ensure operational teams are prepared through clear process definition, training alignment, and readiness validation Lead execution through go-live and ramp-up, ensuring teams can successfully perform in the new operating model

· Reinforce adoption post go-live by embedding standard work, performance expectations, and accountability structures

· Enforce defined cutoff timelines on requirements and development scope - driving disciplined change control processes and communicate impacts (timeline, cost, risk)

Operational Leadership Engagement (Non-Negotiable)

· Ensure early and continuous engagement of Operational Leadership

· Drive accountability across functional teams for readiness and execution

· Facilitate planning sessions and readiness checkpoints leading up to go-live

· Drive understanding of the business case and operational impact of changes to ensure leadership alignment and commitment

Risk Management & Continuous Improvement

· Identify risks early and drive mitigation plans

· Capture lessons learned and support continuous improvement across implementations

· Contribute to the standardization of processes, playbooks, and best practices

All other duties as assigned

MINIMUM QUALIFICATIONS

These may be representative, but not all-inclusive of those commonly associated with this position. We encourage you to apply, even if you don’t meet every qualification.

Education & Experience

· Bachelor’s degree in business, logistics, industrial engineering, or equivalent experience preferred

· 5+ years of experience in implementation leadership, operations, or program delivery

· Experience in 3PL, supply chain, distribution, or warehouse operations required

· Demonstrated experience leading complex, cross-functional projects or start-ups

· Possess a solid technical background with understanding and hands-on experience in third-party logistics relationships, including startups and continuous improvement projects preferred

Capabilities

· Strong leadership and ability to drive alignment across multiple functions

· Excellent communication and customer-facing presentation skills

· Ability to manage ambiguity and operate in fast-paced, high-change environments

· Strong problem-solving and decision-making skills

· Ability to influence without direct authority

· Experience leading organizational change and driving adoption in complex operational environments (e.g., ADKAR or similar framework preferred)

Physical & Mental Requirements

While performing the duties of this job, the employee requires the ability to:

· Hear, read, and comprehend, write, and communicate

· Continuously sit, type, and perform repetitive wrist motion

· Occasionally stand, walk, bend, squat/kneel, twist/turn, or reach

· Focus (with or without corrective lenses) to see close and distant, along with depth perception capabilities

· Spend time on-site or in warehouse environments interacting with clients and operations (up to ~30%)

The physical demands herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OUR VALUES

Pillared on our core values, we strive for collective growth and reaching our highest potential. We are dedicated to helping our teammates experience fulfillment through their individual strengths and innovative ideas.

Respect | Give and it will be given.

We treat others as we want to be treated. We cannot control events, but we can control our response. We build respect through honesty, fairness, and integrity.

Trust | Earned over time.

We do what we say we will do. We are clear, direct, and honest. We seek to understand and be understood.

Team | Accomplish more together.

We work hard toward a common goal. We desire to make everyone successful. We achieve the best results as a team.

Opportunity | Realize your potential.

We believe all people have significance and potential. We understand work and life are integrated and we value both. We strive to make an impact in the world around us.

EQUAL OPPORTUNITY EMPLOYER

ODW Logistics is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions at ODW Logistics are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. ODW Logistics will not tolerate discrimination or harassment based on any of these characteristics.

DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, success profile characteristics or qualifications required of employees assigned to this job. Management retains the discretion to add to or change the duties of the position at any time.

EXPERIENCE FULFILLMENT AT ODW LOGISTICS.

INDSA

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