Implementation Manager

About Us

Logistics is broken. Let's fix it.

We are a team of engineers, product designers, and customer champions applying the most transformative technology of our times, AI, to one of the largest industries in the world : logistics. Our mission is to streamline freight brokerage, carrier management, and 3PL operations through automation, freeing teams to focus on high-value strategic work.

We are looking for implementation experts with deep expertise in freight, logistics, and technology implementation to help scale our impact. If you're excited about managing a high-performing team and optimizing customer workflows with AI-driven solutions, we want to hear from you.

Overview

As an Implementation Manager at Augment, you will serve as both a leader and an individual contributor, directly owning the end-to-end onboarding execution for customers while simultaneously coaching and developing a team of Customer Success Representatives (CSRs). Your objective will be to manage workflow go-lives through meticulous project planning and technical implementation, ultimately fostering customer adoption, enhancing product satisfaction, and collaborating directly with brokerages, carriers, and 3PLs to integrate AI-driven automation into their operational workflows.

What You'll Do

• Biased for action; be proactive about scoping, executing, and coordinating all implementation activities with external and internal stakeholders with minimal oversight. Able to translate abstract workflow vision into executable tasks and drive a vigorous drum beat to execute.
• Do what it takes; We meet our customers where they work. Leverage multiple tools and communication conduits to drive internal and external success for our customers.
• Manage, mentor, and develop a team of CSRs to drive customer adoption and satisfaction.
• Oversee customer go-live and hypercare processes, ensuring fast response times and issue resolution.
• Optimize workflows for freight brokerages, carriers, and 3PLs, ensuring seamless AI integration.
• Monitor client performance and engagement, proactively addressing adoption gaps.
• Standardize training and best practices to help CSRs enhance customer onboarding and ongoing support.
• Act as an escalation point for customer concerns, working cross-functionally with engineering and product teams to resolve challenges.
• Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities.
• Collaborate with the Customer Success Leader (CSL) to align execution strategies and ensure smooth communication across teams.

Experience

What We're Looking For

Bonus Points For :

Why Join Us?

About Augment

At Augment, we set out to create a fully autonomous AI platform that streamlines operations and reclaims the human element in logistics. Our founders recognized a pattern : talented professionals were stuck handling manual data entry, phone calls, and repetitive tasks, instead of focusing on high-impact problem-solving and strategic decision-making.

That insight became our mission-to free logistics professionals from busywork so they can focus on what truly drives business growth. Augment isn't just about efficiency; it's about transforming an entire industry by empowering teams with AI-driven solutions that make logistics smarter, faster, and more adaptive.

Join us on this journey!

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status. Augment is committed to providing reasonable accommodations for candidates with disabilities through the hiring process.