Customer Experience Lead

1 week ago

Oakville, Ontario, Canada Precision Parcel & Package Deliveries Full time $80,000 - $120,000 per year

Job Description: Customer Success Lead (Final Mile Industry)

Position Overview

We are seeking a highly organized and proactive
Customer Success Lead
to manage the end-to-end onboarding of new shippers in the courier (final mile) industry. This role is critical in ensuring a seamless transition for new customers, from contract signing through operational launch and post-implementation review. The Onboarding Lead will act as the primary point of contact, coordinating across internal teams—including Operations, Sales, IT, and Customer Service—to deliver a smooth and efficient onboarding experience.

Key Responsibilities

Customer Onboarding Management

  • Lead and manage the onboarding process for new shippers, ensuring a structured, efficient, and positive experience.
  • Develop and maintain onboarding project plans, timelines, and milestones.
  • Act as the central liaison between customers and internal stakeholders to ensure all onboarding requirements are met.

Project Management & Workflow Design

  • Create process documentation, workflows, and visual charts using
    MS Visio
    .
  • Build and manage onboarding project schedules using
    MS Project
    or equivalent tools.
  • Design and implement automated workflows using
    MS Power Automate
    to improve onboarding efficiency and consistency.

Cross-Functional Coordination

  • Collaborate with Operations, Sales, IT, and Customer Service teams to ensure all aspects of onboarding (systems integration, operational setup, service-level alignment) are completed successfully.
  • Proactively identify potential risks or bottlenecks in the onboarding process and escalate solutions.

Post-Onboarding Performance Reviews

  • Facilitate
    30-, 60-, and 90-day post-launch performance reviews
    with customers and internal teams.
  • Track KPIs, SLAs, and customer satisfaction metrics during the stabilization period.
  • Provide insights and recommend process improvements to strengthen customer relationships and service performance.

Qualifications & Skills

  • Bachelor's degree in Business, Operations, Supply Chain, or related field (or equivalent experience).
  • 2-3 years of project management or onboarding experience
    , ideally within logistics, courier, or final mile delivery.
  • PMP and/or Agile certification
    required.
  • Strong knowledge of project management methodologies and tools.
  • Proficiency in
    MS Visio
    ,
    MS Project (or equivalent scheduling tools)
    , and
    MS Power Automate
    .
  • Exceptional organizational, problem-solving, and multitasking skills.
  • Strong communication and stakeholder management abilities.
  • Customer-centric mindset with a focus on delivering excellent service.

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