Product Implementation Lead (Adoption) - Freight Operations

About the role

You lead product implementation at acquired freight forwarders across Europe and Asia. Most weeks you are onsite next to operators across the European portfolio, finding why the tools (Compass, Customs, Hub) get dropped, and removing the reason in the product or in the process.

What you'll do

• Sit with operators onsite every week, find the moments where Voyfai gets in the way, and fix it onsite. A wrong status mapping, a missing Compass view, an SOP that does not exist yet, a templated email to add. Most of it ships the same day.
• Scope bigger work for engineering when it cannot be fixed onsite. A bug in Hub breaking the daily reporting flow, a niche HS code the AI keeps misclassifying. You reproduce, narrow down, write the brief, and hand it to engineering with everything they need to act fast.
• Drive the design of new MVPs with portfolio companies and engineering. A pricing desk wanting to automate rate request intake from email. You run the discovery, agree what is in and what is out, and stay close until the first drafts are landing in operators' hands.
• Lead integrations with each new acquisition's existing systems. A TMS we have not seen before, an Outlook setup that is different, a customs flow nobody documented. You scope what flows where, in what format, on what schedule, and stay on the project with engineering until real shipments flow through clean.
• Build operator trust in our AI features. Sit with the operations manager for two days, go through every shipment the AI got right and every one it got wrong, until he stops second-guessing.
• Push usage. Look at the data every week, find who is not adopting, go there in person, ask why, and remove the reason.

What you'll need

• 5+ years of experience either inside freight forwarding operations (forwarder, customs broker, or operations lead), or in a customer-facing role at a logistics SaaS or digital freight company (Forto, Project44, Container Xchange, Flexport, or similar).
• A track record of taking implementations from kickoff to live. Real systems that people rely on every day, even when the people did not want the new tool in the first place.
• The instinct and patience to push back on operators when their request is wrong for the product, and to translate engineering decisions into something operators will actually use.
• Comfort using ChatGPT, Claude, or similar in your daily work. You try new AI tools without being told, and you have clear opinions on what works and what does not.
• Fluency in English
• Willingness to travel weekly across Europe (occasional longer trips to Asia), and comfort being the first person in this role at Voyfai, in a small team with very little structure.

Nice to have

• Shipped tools to non-technical users in operational environments where adoption was the hard part.
• Direct experience with customs declarations, HS classification, TMS systems, or Outlook-heavy operational workflows.
• Built or set up something using an LLM that real users depend on, not a demo.

What they offer

• Competitive salary and equity options
• Flexible working arrangements (Hybrid)
• 30 days of PTO
• Monthly mobility budget via Navit
• Regular team events and offsites