C.H. Robinson is currently seeking a Senior Director, Global Implementation who will be responsible for overseeing and managing the global delivery of professional implementation services to C.H. Robinson customers, in a way that meet the company’s goals and targets.  This role is diverse and multifaceted, requiring a blend of salesmanship, leadership, strategic thinking, client relationship management, operational expertise, and operational excellence.  

As part of your responsibilities you will be expected to support our sales team during the sales process as well as actively participate in ongoing implementation to ensure quality and timely delivery of the solution.  Your primary focus is to ensure the successful delivery of solutions and services that meet or exceed customer expectations, contribute to customer satisfaction and retention, minimize business disruption for the customer while maximizing the value of our solution as quickly as possible, and drive business growth. You will be a crucial link between the customer-facing teams and the executive leadership of the customer, helping to align service delivery with overall business objectives.

Internally you will be expected to implement solutions that have a high degree of compliance to Global Core Process Standards, ensure employee satisfaction for the service delivery teams who will be supporting the customer, and maximize automation / minimize manual work required to support the customer. 

At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success.  In this role, you will work on-site four days a week, fostering creativity and producing impactful results through face-to-face interactions. 

Responsibilities:

• Lead high-performing teams of professionals, including project managers, consultants, and technical experts 
• Coach and develop talent within the organization, providing mentorship and training to enhance skills and capabilities 
• Cultivate strong, long-lasting relationships with clients, understanding their needs, and ensuring that the services delivered align with their objectives 
• Monitor client satisfaction through feedback mechanisms and implementing improvements based on feedback 
• Oversee project management processes to ensure timely and quality delivery of services
• Continuously improve operational processes to enhance efficiency, reduce costs, and increase overall service quality 
• Identify and mitigate risks associated with service delivery, ensuring projects are delivered on time and within budget
• Develop and manage budgets for professional services, ensuring financial growth and profitability goals are met
• Collaborate with sales and customer success teams to identify upsell and cross-sell opportunities, contributing to revenue growth 
• Develop metrics necessary to analyze performance globally as well as ensure dashboards are created to provide transparency
• Establish and maintain quality standards for implementation delivery 
• Facilitate effective communication between various departments, ensuring alignment on goals and strategies
• Collaborate with sales, marketing, and product development teams to ensure a unified approach to client engagement and implementation delivery
• Deliver consistent, high-quality implementations that maximize customer benefits and minimize customer, and company risk 
• Assist Business Development with resources, RFPs, and pricing, creating Statements of Work and cost estimates

Required Qualifications:

• Bachelor’s degree from an accredited college or university
• Minimum of 10 years’ experience in the logistics/supply chain industry
• Minimum of 5 years’ experience in implementation methodology and professional services
• Minimum of 5 years of personnel management experience, inclusive of development and performance management of team members
• Ability to work flexible hours, including some weekend hours and time outside standard business hours will be required
• Ability to travel up to 25% both domestically and/or internationally

Preferred Qualifications:

• P&L management experience with sound understanding of financials
• Expertise in relationship management with varying levels of stakeholders, both at the customer and internal
• Excellent verbal, written and presentation/communication skills
• Excellent meeting management skills of relationship management, presentation, discussion, documentation, and accountability are essential
• Project Management or Supply Chain certification
• Five years or more of experience leading a global implementation team or practice
• Aptitude for