Director, Implementation & Onboarding Services

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The Director of Implementation & On-boarding Services will have the responsibility to lead our on-boarding, system integration, and platform operations within our MSM environment.   This role is responsible for driving the successful deployment of order management systems (OMS), WMS systems, and related integrations across our client portfolio. The Director will oversee a cross-functional team, ensuring that all platform implementations align with operational goals, client requirements, and industry best practices. 

• Develop and manage the full life-cycle of client and corporate implementations, including discovery, solution design, configuration, testing, deployment, and support.
• Serve as the senior point of escalation for complex issues during implementation and post-go-live support.
• Collaborate with internal stakeholders—including Sales, IT, Operations, and Client Services—to ensure smooth hand-offs and alignment.
• Build a high-performing team of implementation specialists, project managers, and support teams.
• Establish KPI’s around implementation and customer success – ensure adherence to deliverables and customer satisfaction throughout the entire life cycle of a project.
• Develop and maintain project plans, status reports, and performance metrics to monitor project success and team effectiveness.
• Continuously evaluate and improve implementation methodologies, tools, documentation, and SOPs.
• Ensure compliance with client SLAs, project time-lines, and system uptime/service availability targets.
• Stay current on WMS/OMS trends, technologies, and logistics innovations to guide strategic system improvements.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Bachelor’s degree in Business Operations, Project Management, or a related field and/or,
• 3 - 5+ years of experience in the Pharma industry, with at least 1-2 years in a leadership level role or,
• Equivalent combination of education and experience.

PREFERRED EDUCATION AND EXPERIENCE

• Proven track record managing large-scale implementations (e.g., Manhattan, Blue Yonder, SAP, or similar).
• Strong understanding of operations, including order fulfillment, inventory management, shipping, and reverse logistics.
• Hands-on experience with technical integrations, including EDI/API protocols and client-specific system configurations.
• Exceptional leadership, project management, and client relationship skills.
• Proficient in project tools such as MS Project, Smart-sheet, or equivalent.
• Ability to manage competing priorities in a high-growth, service-driven environment.
• PMP (Project Management Professional)
• Lean Six Sigma (Green Belt or higher)

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent written and verbal communication skills.
• Excellent analytical, problem solving and decision-making skills.
• Ability to accept changing work-flows and unexpected demands requiring flexibility.
• Ability to work under pressure and appropriately prioritize responsibilities.
• Ability to work independently with minimal supervision.
• Ability to develop collaborative working relationships.

• Ability to prepare and write investigation reports for management review.
• Working knowledge of current including Good Documentation Practices, and Good Distribution Practices.
• Strong proficiency in Microsoft Office; Outlook, Excel and Teams

• Proficient in use of computers and ability to learn internal software programs.
• Attentive to details
• Able to prioritize multiple tasks

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.