Implementation Manager

DropX is an out-of-home delivery and returns network built for how people shop and return today. Through a growing network of pickup and drop-off locations, service centers and hubs across the US, DropX gives marketplaces and retailers a faster, lower-cost way to move parcels in both directions. Headquartered in Long Island, New York.

Take a signed retailer or marketplace from contract to steady-state volume — integration, process, sites and first scans — and hand a working account to the Account Manager.

Launch Ownership

• Own the launch plan for every new account from signature to steady state
• Set the scope, the milestones and the go-live criteria, and hold the date
• Chair the launch call and keep one plan that Commercial, Technology and Operations all work from
• Say when an account is not ready to go live, and why

Integration

• Own the integration for each client flow end to end — label, API and scan events — working with Technology rather than waiting on it
• Define the scan events and data a new flow depends on before it goes live, not after
• Test end to end with the client before first volume, including exception paths
• Confirm the client’s systems and DropX’s reconcile before the first invoice

Network Rediness

• Work with the Regional General Managers and the Head of Network Development so sites, PUDO points and service centres are ready ahead of first volume
• Check capacity against the committed ramp, not against today’s volume
• De-risk each launch before go-live rather than fixing it afterwards

Process & Runbook

• Build the operating runbook for each new client flow: steps, owners, systems and handoffs
• Define exception handling before launch — failed scans, missed collections, returns that stall
• Brief station teams and Quality Controllers on what is changing and what good looks like
• Make the process repeatable so the second launch is faster than the first

Volume Ramp & Handover

• Manage the ramp from pilot volume to committed volume against the agreed curve
• Watch first scans, acceptance SLA and cost per return daily through the ramp
• Hand the account to the Account Manager at agreed steady state, with the runbook and the open items written down
• Run a launch review and feed what went wrong into the next one

Skills & Experience Required

• 5+ years in implementation, onboarding or programme delivery in parcel, returns, e-commerce or retail technology
• Has taken clients live, not only planned launches
• Comfortable between a client’s technical team and a service centre floor in the same day
• Able to build process and tooling where none exists yet
• Strong with data — defines the measures, builds the reporting and acts on it

Technical Competencies

• Able to read an API specification and hold a technical conversation with a client’s engineers without a translator
• Understands label generation, scan events, webhooks and file-based integrations — EDI, SFTP , CSV — well enough to see what will break before it does
• Can test an integration independently: build the test payloads, trace a parcel through its scan events and find where the data stops
• Comfortable querying operational data directly, in SQL or equivalent, rather than waiting for a report
• Advanced Excel proficiency; working fluency with AI tools and order management systems
• Able to build lightweight tooling and reporting without engineering support

Desirable

• PUDO or out-of-home returns launch experience
• Marketplace or 3PL integration experience
• Early-stage experience, establishing process from inception

Pay: $110,000.00 - $130,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person