Manager, Digital Customer Solutions

Job Description

We are seeking a Manager, Digital Customer Solutions to lead the technical onboarding and solutioning of external partners and customers across digital platforms. This role is responsible for managing the end-to-end delivery of integration initiatives, including requirements gathering, solution design, technical troubleshooting, and post-launch support. A key focus will be on enabling seamless connectivity between partner systems and internal platforms, such as lockers and PUDO networks. The ideal candidate will collaborate with cross-functional teams to align technology solutions with business objectives, enhance operational efficiency, and ensure a smooth and scalable onboarding experience.

Customer Onboarding & Technical Solutioning

• Lead the technical onboarding of customers and partners to logistics and postal systems, ensuring seamless setup and integration.
• Collaborate with product, operations, engineering, and business teams to deliver scalable, well-documented solutions that meet stakeholder requirements.
• Serve as the primary technical point-of-contact during onboarding, addressing functional and system-related queries.
• Support Sales and Operations teams in capturing and delivering techno-functional requirements and ensuring proper closure of onboarding processes.
• Build and maintain strong relationships with internal and external partners to promote adoption of digital solutions and enhance system capabilities.

Platform Enablement & Performance

• Manage onboarding and integration of Locker and PUDO partners into the logistics ecosystem, ensuring system readiness and service alignment.
• Monitor platform performance, manage issue resolution, and address any operational or technical disruptions.
• Maintain a capability roadmap aligned with business needs and conduct regular reviews with stakeholders to manage demand and integration priorities effectively.

Technical Troubleshooting & Support

• Oversee system setup, testing, deployment, and support for onboarding & API integration-related initiatives.
• Conduct root cause analysis using system logs and monitoring tools; work with development teams to resolve technical issues efficiently.
• Drive continuous improvement of onboarding processes and system interfaces to enhance operational reliability and customer experience.

Project & Delivery Management

• Plan, track, and manage project timelines, milestones, and deliverables according to defined scope.
• Drive functional specifications based on business requirements and facilitate stakeholder walkthroughs and signoffs.
• Identify project risks and issues, manage scope changes, and implement mitigation strategies to ensure successful delivery.
• Coordinate internal teams, vendors, and consultants to ensure on-time, on-budget implementation.

Vendor & Quality Management

• Guide vendors and development teams throughout the software development lifecycle (SDLC).
• Oversee root cause analysis, cost-benefit assessments, and business impact evaluations for assigned programs.
• Manage and support User Acceptance Testing (UAT), ensuring quality standards are met with minimal business disruption.
• Promote a culture of continuous improvement and customer focus across project delivery and vendor management efforts.

Stakeholder Engagement & Governance

• Work closely with cross-functional business and IT stakeholders to define requirements and align delivery timelines.
• Facilitate workshops, meetings, and presentations to communicate project progress, key findings, and system changes to management audiences.
• Ensure compliance with internal standards, data governance policies, and security requirements across all integrations and partner engagements.

Change Management & Communication

• Drive change management activities related to solution rollout, including user training and stakeholder communications.
• Ensure transparent communication across impacted functions, sponsors, and program champions.
• Identify trends and recurring technical issues; recommend enhancements to improve overall system performance and customer satisfaction.

Leadership Responsibilities

• Lead a team of analysts/developers, provide direction, coaching, and performance oversight
• Manage external vendors (as needed) to support solution delivery, operational support, and platform enhancements.

Requirement

• Bachelor’s or Master’s Degree in Computer Science, Information Systems, Engineering, or related field.
• 5+ years of experience in Business Analysis, Project Delivery, API-based integration, solution engineering, or technical onboarding roles.
• Proven experience in eliciting Business requirements, formulation of new Business Process Flows, Change Management or Release Management.
• Experience in analysing data to draw business-relevant conclusions and in data visualization techniques, dashboard and tools.
• Strong understanding of RESTful APIs, JSON, webhooks, and authentication protocols (OAuth2, API keys).
• Hands-on experience with tools such as Postman, log analysis platforms etc (e.g., azure logs, ).
• Familiarity with logistics domain systems such as OMS,TMS/WMS and integration with locker or PUDO networks is a strong plus.
• Experience working in agile environments and cross-functional teams.
• Agile Certifications (CSM/CSPO, PSM 1/PSPO11 etc) are desired.