About The Role
You are the technical and operational owner for bringing merchants live on the Portless stack. This role is critical in providing a "Ritz-Carlton" onboarding experience—anticipating merchant needs, configuring complex integrations, and ensuring operational readiness for Day 1 execution and a seamless transition to the Hypercare team for ongoing stabilization. You are not a SaaS consultant; you are a logistics architect who understands how data flows across the warehouse floor and into the cloud.
What You'll Own (Responsibilities)
- Ritz-Carlton Onboarding & Project Management
- White-Glove Guidance: Lead the end-to-end onboarding process, providing personalized support and setting expectations for project milestones
- Execution of Implementation Plans: Develop detailed plans ensuring projects are completed on time and within scope
- Proactive Communication: Maintain clear, consistent updates for stakeholders, identifying potential delays before they escalated
- Technical Integrations & Data Migration
- Systemic Orchestration: Lead the integration of client ERP/OMS systems with Portless via API and EDI protocols
- Data Integrity: Oversee the migration of SKU and inventory data, ensuring formats are mapped correctly and validated for accuracy
- Technical Troubleshooting: Resolve complex issues during the setup of Shopify configurations and custom integrations
- Operational Readiness & Inventory Inbounding
- Warehouse Process Validation: Partner with Operations to validate workflows for receiving, picking, and packing
- Supplier Orchestration: Coach merchants on product best practices, labeling, and inbound routing requirements to ensure efficient receiving
- Equipment & Layout Readiness: Ensure physical pack stations and replenish strategies are optimized for the merchant's profile
- Zero-Defect Launch: Lead the transition from sandbox to production, ensuring all technical and operational "go-live" criteria are met with 100% accuracy
- Technical Documentation & Handover: Develop comprehensive merchant-specific SOPs and technical maps. Conduct formal handoff sessions to the Hypercare and Customer Success teams to ensure long-term stability
- Post-Launch Stabilization: Act as the primary technical point of contact during the immediate "Day 1" window, resolving any initial friction before officially graduating the merchant to Hypercare
- Onboarding Retro & Optimization: Conduct post-implementation reviews to identify framework improvements, ensuring each subsequent launch is faster and more efficient than the last
Qualifications
- Fluent in English: Exceptional communication and presentation skills
- 3+ Years of Experience: Proven track record in implementation, onboarding, or warehouse technology roles
- Technical Proficiency: Deep understanding of APIs, EDI standards, and WMS/OMS/ERP configurations
- Logistics Knowledge: Strong understanding of inventory management, non-bonded/bonded requirements, and e-commerce fulfillment
- Problem Solving: Advanced analytical skills with data manipulation (Excel/SQL) and a proactive approach to issue resolution
Values
- Extreme Ownership: Ability to work as part of a kind-and-caring team while owning outcomes
- Strategic Boldness: Knows when to think outside the box to drive measured value for the merchant
- Operational Precision: Meticulous attention to detail in a fast-paced "0-to-1" environment
Ideal Candidate Profile
You are a "Technical Generalist" who loves the physical world. You get a rush from seeing a digital order successfully turn into a physical package leaving a dock. You are meticulous—almost obsessive—about detail, knowing that in logistics, "precision is the only version of kindness". You want to build the gold standard for how 3PL onboarding should look in a global, digital-first economy.
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