Job Title: Manager – Business Support, Global Implementation 

Job Location: DGFF GSC, Vikhroli

In this role, you will be responsible for driving Airfreight implementations across multiple countries — with a primary focus on markets that lack dedicated in-country Customer Implementation coverage. This role ensures customer onboarding readiness for new and existing strategic global customers, process compliance, and digital adoption through transportation management system and customer portal, while continuously improving delivery through Gemini automation. Works closely with the customer, AFR Product teams, Operations, Sales, and Finance to ensures organizational readiness, SLA compliance, and digital adoption.

In addition to leading full-cycle implementations, the role may also provide global support on standardization projects, data readiness, and digital optimization activities

Key Responsibilities:

· Lead and execute Airfreight implementation activities for global or multi-country accounts, ensuring operational readiness and customer satisfaction.

· Collaborate with Country and Regional Customer Implementation teams, Product, Operations, and IT to ensure seamless execution.

· Executes implementation tasks according to plan, coordinates with stakeholders and content experts to achieve seamless customer onboarding, minimize issues and risks, and make adjusts or modifications as needed to achieve desired results

· Aligns with Sales and Operations for system-level orchestration, AFR product knowledge, transportation management system set up, customer portal enablement, digital tool integration, data-driven progress monitoring, SOP/COP documentation, billing readiness and handovers for smooth execution

· Drive digital activation and ensure integration with operational workflows.

· Follows communication protocols, maintain reports, provide regular updates to all stakeholders to ensure sustainable results

· Applies established methodologies, standard processes, tools and best practices

· Conduct 30/60/90-day post-go-live checks, identify improvement actions, and close gaps with stakeholders.

· Participate in process standardization and automation initiatives that improve global scalability.

· Support countries temporarily during transition or capacity gaps until full local coverage is in place.

· Coach and mentor GSC Implementation Specialists on Airfreight product knowledge and tools.

Stakeholder manager

· Global and Regional AFR Customer Operations

· Country Customer Implementation and Country Product Heads

· GSC Operations, Process Excellence, and Business IT

· Commercial and Customer teams

· Key customers (during implementation phase)

Management Responsibility

· Individual contributor with mentoring and quality oversight for GSC Implementation Specialists.

· May lead virtual project teams on cross-country implementation or standardization efforts.

Required Skills/Abilities:

· Bachelor’s degree (any).

· Minimum 5 years of experience with Airfreight operations, implementation, project management or customer onboarding roles

· PMP, CAPM, Prince2, Lean, Six Sigma or digital enablement credentials preferred

· Deep Airfreight product and operational expertise

· Demonstrated analytical, stakeholder management and organizational skills, along with solid project management capabilities

· Analytical thinker with the ability to understand and adapt to evolving customer needs.

· Exceptional organizational and time management skills, with the ability to manage multiple projects and deadlines effectively

· Strong knowledge of transportation management system, customer portal, and digital workflows

· Ability to lead cross-functional teams and deliver results in a dynamic, global environment across multiple time zones and priorities.

· Customer-centric and solution-oriented mindset

· Excellent communication skills, Fluent in English (both written and spoken), proactive and collaborative approach.