Manager, Professional Services

FourKites•Chicago, IL

3d•$130,000 - $150,000

About The Position

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.

Requirements

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%)

Nice To Haves

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

Responsibilities

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
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
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
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

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.
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