Manager, Professional Services

Manager, Professional Services

About This Role

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.

Core Responsibilities

Team Leadership & Development

• 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

Program Operations & Execution

• 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

Cross-Functional Partnership

• 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

Strategic Contribution

• 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

Who You Are

• 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
• Yo