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

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