Customer Launch Manager

About Us:

As a company, we promote a culture of honesty and integrity, and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us!


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Maersk Logistics & Services USA, Inc. handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving, storing, processing and dispatching cargo, so we can build flexibility and resilience into the supply chain process. Our integrated solutions allow us to be prepared for supply chain risks, so we can plan distribution to better achieve lead time and goals despite unexpected conditions. Our extensive experience, connections, and deep expertise across different sectors, industries, and transportation modes, means we can be counted on for process excellence that will save time and money.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

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Summary:

The Customer Launch Manager leads MGF’s Customer Launch team — a group of Senior Specialists responsible for the end-to-end implementation of new customers and growth programs. While formal reporting lines are subject to HR confirmation, this role carries full functional accountability for the day-to-day performance of the team, the health of the implementation pipeline, and the quality of everything the team produces. The Customer Launch Manager is the first point of escalation for the team and the person responsible for the team’s outcomes on behalf of the Head of Solution Design & Customer Launch.

This role is a player-coach: expected to run their own implementations at a senior level while simultaneously raising the capability of the team around them — teaching tools, methods, and ways of working, improving processes, and developing team members into increasingly autonomous contributors. The Customer Launch Manager is not just the most experienced implementer on the team; they are the standard-setter, the process owner, and the connective tissue between the team and the rest of the organization.

Looking ahead, this role is intended as a development path toward broader leadership within MGF’s Solution Design & Customer Launch function, and the person in it should be actively building the skills, judgment, and organizational fluency needed to step into that accountability over time.

Key Responsibilities:

• Own the day-to-day operational leadership of the Customer Launch team — managing workload distribution, monitoring the implementation pipeline, and ensuring all active projects are staffed, tracked, and progressing against committed timelines

• Serve as the primary escalation point for the Customer Launch team on implementation blockers, stakeholder conflicts, at-risk go-lives, and decisions that exceed the authority or experience level of a Senior Specialist

• Run senior-level implementations personally, modeling the standard of work expected of the team and maintaining deep fluency in the full implementation lifecycle from contract handoff through go-live and operational stabilization

• Coach, teach, and develop Customer Launch Senior Specialists — including hands-on guidance on project management methods, Asana usage, system configuration, SOP development, operational knowledge, and customer-facing communication — with the goal of building autonomous, high-performing team members

• Own and continuously improve the team’s tools, templates, and ways of working — including Asana project structures, implementation playbooks, communication standards, SOP frameworks, and training materials — ensuring they reflect