Director of Implementation (Logistics Startup) - Remote

WHO WE ARE

Pallet is a company dedicated to disrupting the logistics industry. Located in San Francisco, CA, we've secured $21 million in funding from investors, including Bain Capital Ventures and Bessemer.

Our flagship product is a Transportation Management System (TMS) and Warehouse Management System (WMS) designed to streamline business operations. We've eliminated data entry, integrated warehouse management, automated billing processes, and more. At Pallet, we provide end-to-end logistics visibility, control, and optimization. Our TMS and WMS offer the tools to enhance logistics operations, reduce costs, and improve customer satisfaction with faster and more reliable delivery times for logistic providers.

Join us on our journey to transform the logistics industry and be a part of the future of business growth with Pallet.

Remote with quarterly trips to San Francisco

ABOUT THE ROLE

We are looking for our first Director of Implementation at Pallet. In this role, you will design and lead the implementation strategy, including organizational structure, hiring plans, and defining team roles.

You'll oversee the entire implementation process for onboarding large accounts, managing data migration, training, and integrations while ensuring customer expectations are met. You'll regularly review account health, troubleshoot at-risk projects, and collaborate with sales to ensure smooth transitions from pre-sales to post-sales.

Key responsibilities will include handling escalations, working closely with customers, and creating scalable support processes. If you're detail-oriented, thrive in fast-paced environments, and are passionate about logistics, this role is for you.

SOME THINGS YOU MAY BE WORKING ON

• Design and scale the post-sales organizational structure, including hiring plans, role definitions, and processes to support rapid growth.
• Architect and oversee the end-to-end implementation process, ensuring seamless onboarding for large accounts through effective data migration, training, and integrations.
• Run weekly account health reviews to proactively identify risks, mobilize resources, and maintain strong client relationships.
• Troubleshoot at-risk projects, lead escalations for critical accounts, and directly engage with customers to resolve issues and deliver results.
• Collaborate with Sales, Product, and Engineering teams to align on client needs, pre-sales expectations, and continuous improvement of the implementation process.
• Establish and refine scalable processes for customer support and success, ensuring a best-in-class client experience as the company grows.
• Develop tools, playbooks, and KPIs to drive team performance, implementation success, and customer satisfaction while achieving quarterly goals.
• Act as a strategic leader, fostering a culture of accountability, innovation, and operational excellence across the organization.

YOU HAVE

• 8+ years of experience in implementations, professional services, or other client-facing roles, with a proven track record of driving successful outcomes.
• Led teams managing complex implementations (3+ months) involving SOWs, integrations, data migration, and stakeholder alignment, with 3–5+ years of management experience.
• Expertise in creating scalable playbooks and processes for training users, migrating large data sets, and validating implementation outcomes.
• Proven ability to manage live revenue, ensuring seamless onboarding, minimizing downtime, and meeting contractual commitments.
• Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams to drive implementation readiness and post-launch success.
• Detail-oriented leader skilled in building scalable organizational processes, mentoring teams, and achieving strategic goals in high-growth environments.

NICE TO HAVE’S

• Logistics experience

SELLING POINTS

• Take full ownership of the post-sales function, leading our Implementations, Customer Success, Support, and EDI departments to deliver exceptional client experiences and business outcomes.
• Be a key player in scaling our team from 15 to 40 by the end of next year, with the opportunity to hire, develop, and mentor managers, paving a path for growth into a VP-level role over time.
• Own and drive our live revenue metric, with a mission to 3X our live revenue targets in 2025. Partner closely with Product, Engineering, and Sales teams to align strategies and scale the business effectively.

OUR CULTURE

⚡Pallet, nestled in the vibrant heart of San Francisco. We are more than just a workplace; we're a community where transparency thrives, and we embrace a collective spirit when it comes to problem-solving.

🚀 Our team is a diverse tapestry of top talent, with experience from companies like Ramp, Scale AI, Watershed, Rippling and a multitude of FAANG ex-employees. Their passion fuels our collaborative and industrious culture. But hey, we're not all about work—monthly happy hours, weekly paid dinners, and leisurely coffee strolls through bustling streets of the city are just a taste of the fun we add to the mix.

OUR BENEFITS

• 🩺 Health, Vision and Dental benefits
• 🏝️ Flexible PTO
• ➕ Life Insurance and Accidental Insurance
• ❤️‍🩹 Short-Term Disability Coverage
• 💸 Generous salary and equity for all staff
• 🪜 401k option; helping you save for the future
• 📚 Yearly learning and development stipend
• 🚌 Commuter benefits if you live in SF
• 🚘 Fully covered uber ride home if you ever have to work late in the office
• 🏡 Remote office home stipend
• 🥤 Monthly happy hours; our last one was a Golden Gate Park BBQ
• 🍲 Company paid dinners on Tuesdays and Thursdays in the office
• 🎉 Annual Company Offsites: our last one was in Sonoma Wine Country 🍷

POSITION'S COMPENSATION RANGE

• $190,000-$235,000 plus generous equity

Our company Pallet is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.