Manager, Professional Services

Manager, Professional Services

About This Role

As Manager, Professional Services at FourKites, you will lead and develop a team of Implementation Managers responsible for delivering enterprise-scale transformations for our Global 1000 customer base by helping them unlock the full power of FourKites' AI-driven supply chain visibility platform. This role sits at the intersection of people leadership, operational excellence, and customer strategy - ensuring your team delivers consistent, high-quality implementations while continuously improving how FourKites brings customers to value.

You will be accountable for the performance and professional growth of your team, the health and predictability of the implementation program, and the strategic alignment of implementation practices with FourKites' broader go-to-market goals. As AI becomes increasingly central to how our customers operate and how our platform delivers value, you will ensure your team is equipped to guide enterprises through that evolution.

Core Responsibilities

Team Leadership & Development

• Hire, onboard, and develop a team of Implementation Managers, building a high-performance culture rooted in customer advocacy, accountability, and continuous improvement
• Provide ongoing coaching, performance management, and career development support to team members across varying skill levels and tenure
• Establish and reinforce team standards for implementation quality, customer communication, and project rigor
• Conduct regular 1:1s, team meetings, and structured feedback cycles to ensure individual and team alignment

Program Operations & Execution

• Oversee portfolio-level visibility into active implementations, ensuring projects are on track, risks are surfaced early, and escalations are handled with urgency and structure
• Define and maintain consistent implementation methodologies, playbooks, and delivery frameworks used across the team
• Partner with team members on complex, high-stakes implementations — providing guidance on stakeholder strategy, scope management, and executive engagement as needed
• Monitor and report on key implementation metrics (time-to-value, CSAT, adoption milestones) and use data to drive program-level improvements

Cross-Functional Partnership

• Serve as the primary liaison between the Implementation team and adjacent functions including Sales, Customer Success, Product, and Technical Services, ensuring smooth handoffs and cohesive customer experiences
• Champion the voice of the customer internally, synthesizing implementation feedback into actionable product and process insights for leadership and product teams
• Partner with Sales on pre-sales scoping and resource planning to ensure new business commitments are appropriately staffed and structured for success
• Collaborate with Customer Success leadership to define clear transition criteria and ensure long-term customer health post-implementation

Strategic Contribution

• Identify patterns and systemic gaps in implementation outcomes and propose scalable improvements to methodology, tooling, or team structure
• Contribute to workforce planning, capacity modeling, and hiring strategy to ensure the team is appropriately resourced for business growth
• Represent the Implementation function in leadership discussions, providing data-driven perspectives on team performance, customer outcomes, and process maturity

Who You Are

• You have 7+ years of experience in enterprise SaaS, AI-powered platforms, or professional services implementation, with at least 2 years in a people management or team lead capacity
• You have a strong track record of developing talent - you take genuine pride in the growth of the people on your team and invest meaningfully in their success
• You're operationally rigorous: you can manage a complex portfolio of work across multiple team members and customers without losing visibility into what matters most
• You've influenced C-suite stakeholders and navigated complex enterprise relationships, and you can coach your team to do the same
• You're comfortable speaking to the business value of AI - you don't need to be a data scientist, but you can credibly articulate how AI-driven insights translate to operational outcomes for customers
• You bring a continuous improvement mindset - you're never satisfied with "how we've always done it" and consistently look for ways to scale quality and efficiency, including through AI-enabled tooling and workflows
• You're a strong cross-functional collaborator who can translate between customer needs, technical realities, and business priorities
• You have experience in supply chain, logistics, or transportation technology (a strong plus)
• You're comfortable with travel for customer meetings, team-related activities, and implementation milestones (~20-25%)

Industry Experience

• Supply chain, logistics, or transportation industry experience preferred
• Background in order management, inventory management, warehouse operations, or transportation management

What Sets You Apart

• You understand the unique challenges of implementing solutions that span multiple enterprise systems (ERP, OMS, WMS, TMS) and can architect delivery approaches that manage this complexity
• You're excited about AI's potential to transform supply chain operations 
• You see services as strategic - informing product development through implementation insights, not just executing deployments
• You balance technical depth with business acumen, understanding both integration architecture and supply chain business processes
• You thrive in environments requiring close collaboration with Product and Engineering leadership
• You're comfortable with travel for strategic customer moments, team-related activities, and key implementation milestones (~20–25%)

Compensation

The expected annual base salary range for this role is $130,000 - $150,000. Actual compensation will be determined based on several factors, including but not limited to experience, qualifications, skills, and business needs. In addition to base salary, this position is eligible for bonus and incentive compensation as well as participation in FourKites' employee stock option program.

Benefits

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to generous PTO and standard holidays. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We're always listening for new ways to support everyone in and out of the office.

Benefits include:

• Medical, Dental & Vision benefits starting on first day of employment

• 401k Retirement savings with employer match

• Bonus and incentive compensation as well as employee stock option program

• Employer paid life insurance and short term disability insurance

• Generous PTO, global recharge days, and volunteer days

• Paid parental leave for all parents

• Family planning and inclusive wellbeing resources

• Technology reimbursement

• Commuter benefits for in-office employees (Chicago)

• Annual Wellness Stipend

• Ongoing learning & development opportunities

About FourKites

FourKites, the leader in AI-driven supply chain transformation for global enterprises and pioneer of real-time visibility, turns supply chain data into automated action. FourKites Intelligent Control Tower® breaks down enterprise silos by creating a real-time digital twin of orders, shipments, inventory and assets. This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks and optimize performance across their supply chain. FourKites processes over 3.2 million supply chain events daily — from purchase orders to final delivery — helping 1,600-plus global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration. For more information, visit www.fourkites.com.

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FourKites is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you're excited about this role but don't meet every requirement, we encourage you to apply.