Summary
Overview
Work History
Education
Skills
Timeline
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Kyle Nelson

Phoenix

Summary

Dedicated and results-driven Senior Leader specializing in customer implementation, change management, and program adoption. With over 20 years of experience in supply chain and logistics, I have a proven track record of designing and implementing proprietary processes and programs, driving departmental transformations, and achieving metrics-driven results. Skilled in reducing onboarding timelines, building scalable processes, and leading high-performing teams, I consistently deliver strategic initiatives that enhance efficiency and profitability. My expertise spans SaaS implementations, process optimization, and aligning organizational goals with impactful solutions. Recognized for fostering cross-functional collaboration and empowering teams to excel in challenging environments.

Overview

18
18
years of professional experience

Work History

Sr. Manager of Customer Implementation

OnTrac
06.2024 - Current
  • Designed and implemented the RaPID (Responsive and Proactive Implementation Delivery) process, reducing average onboarding timelines from 114 days to 18 days, with a plan to achieve sub-10-day implementations in 2024
  • Streamlined CPT/CET operational approval processes, reducing SLA from 19 days to an average of 2.8 business days via ServiceNow implementation
  • Increased onboarding throughput from 32 net new businesses in 2023 to 106 in 2024, with 85 projects completed since June 2024, maintaining sub-20-day cycle times
  • Spearheaded OmniReach, a strategic initiative to operationalize systems supporting 4PL marketplaces like TikTok, Temu, and Amazon MFN, with a projected Q2 2025 launch
  • Currently managing a team of 5, with planned expansion to 7 in 2025 to address increased project requests, and further scaling to double or more by 2026 to support new strategic initiatives
  • Achieved initial CSAT scores of 97% externally and 100% internally across 130 submissions since program launch
  • Developed a proprietary Salesforce scoring system to assess readiness, removing blockers to ensure
  • Facilitated team professional growth through PluralSight training and PMP certification opportunities

Sr. Manager Operations – Global

Flexport
11.2023 - 06.2024
  • Created proprietary tools for use in Risk Identification and mitigation, calling this original program “Preserve” (Pre-Sales Excellence for Solution Evaluation and Enhancement)
  • Developed and implemented new processes for RFP/RFQ analysis with objective, metric-based profitability evaluation
  • Hired, trained, and managed 5 global specialists from all major regions to execute the new process
  • Procured and implemented ClickUp as a PM tool for organizational use
  • Increased YOY Ocean freight net profit realization by 14% in year one growing from $18 million in 2022 to $20.1 million in 2023 using the PRESERVE process and toolset
  • Reduced customer churn by 70% YOY from 2023 to 2024 using pre-sales analysis tools
  • Delivered over 1,000 unique business solutions (reporting, EDI, API, employee scaling, etc.), achieving an estimated $5.8 million in cost savings using proprietary analysis tools
  • Cut implementation lead times for net new business by over 60% reducing the average timeline from 47 days to 19 days using improved analysis and planning methods
  • Shortened the RFP sales cycle by an average of 20% reducing it from 80 days to 64 days across the Demand organization with a team of 5 specialists

Global Implementation Manager – West Coast

Flexport
03.2023 - 11.2023
  • Managed over 100 ENT & GKA end-to-end project implementations, achieving successful integration with Flexport and partners
  • Provided feedback to product and sales teams to improve processes and identify growth opportunities across demand organizations
  • Delivered consultation to internal and external customers, ensuring alignment and satisfaction during complex implementations
  • Created and managed implementation pipeline reports, enhancing visibility and decision-making
  • Collaborated with business units to improve project management tools and design future-state solutions
  • Conducted risk assessments, mitigating potential issues before they arose during implementation phases
  • Developed detailed project plans with defined scope, timeline, resources, and deliverables to align all stakeholders
  • Successfully managed multiple simultaneous implementations with strong organizational skills and adaptability
  • Implemented continuous improvement initiatives, increasing efficiency across various implementation stages
  • Created comprehensive training materials for new Implementation Managers, enhancing onboarding and team cohesion

Head of Implementation – Ocean Freight, USA

DB Schenker
03.2020 - 03.2023
  • Developed and implemented PHASST (Phased Steady State), a new implementation process focusing on three incremental phases to ensure post-implementation stability
  • Managed a global team of 10 across major regions, overseeing an annual portfolio of $500 million in targeted and proposed opportunities
  • Spearheaded meetings with external stakeholders to drive project progress, fostering alignment and accountability
  • Achieved and tracked profit metrics by improving implementation handovers, enabling seamless transitions to demand organizations
  • Proactively investigated and resolved escalated project issues, minimizing disruptions to implementation schedules
  • Defined project requirements, allocated resources, and established actionable schedules to consistently meet or exceed deliverables
  • Managed over 150 projects annually, maintaining adherence to budget, schedule, and scope while producing monthly scope and KPI reports for senior leadership
  • Championed automation by introducing innovative approaches to routine tasks, widely adopted across global teams
  • Enhanced visibility through reporting systems, ensuring both customers and management were consistently informed of project status and roadblocks

Implementation Solutions Manager – Americas

DB Schenker
04.2018 - 03.2020
  • Managed advanced projects involving customization and configuration for EDI/API/Web solutions, effectively coordinating cross-functional teams, including IT specialists, Operations, commercial leaders, and SMEs, to ensure successful implementation and functionality
  • Delivered over 200 project plans in two years, utilizing resource allocation, schedule management, and documentation to ensure implementation success
  • Conducted technical workshops, user testing, and debugging, providing post-implementation support and ensuring customer satisfaction
  • Partnered with clients to design integrated solutions, facilitating architectural dialogues to deliver tailored results
  • Enhanced client satisfaction by addressing concerns proactively and providing timely updates throughout project lifecycles
  • Spearheaded process improvements by identifying inefficiencies and implementing best practices, resulting in a reduction in integration timelines from an average of 95 days to 35 days for standard projects and 6 months to 3 months for advanced bespoke solutions
  • Supervised deployments and troubleshooting, managing scope, status, and documentation for technical projects
  • Fostered collaboration with product teams to prioritize feature requests, aligning product development with customer needs
  • Trained new Implementation Managers, developing comprehensive onboarding materials to ensure team readiness

Assistant to VP of Sales – US West Coast

DB Schenker
04.2015 - 03.2018
  • Monitored resource utilization, expenses, and payroll to drive profitability management and informed decision-making processes
  • Defined revenue and sales targets, motivating a team of over 30 branch and sales staff to exceed performance expectations
  • Tracked and analyzed KPIs against market trends and competitor activities, developing strategic improvement plans to ensure operational success
  • Fostered a culture of open communication, collaboration, and shared accountability, promoting business growth
  • Partnered with first-line management to enhance customer service, sales, and operational leadership, driving continued business expansion
  • Oversaw daily, weekly, and monthly reporting processes, leveraging insights to optimize forecasting and strategic planning
  • Trained and guided new employees on protocols and standards, ensuring high productivity and compliance
  • Designed a mentoring program to address individual employee strengths and weaknesses, boosting team performance

Air Product Pricing Manager – Lead

DB Schenker
04.2010 - 03.2015
  • Drove strategic pricing initiatives, optimizing business strategies based on market data, customer preferences, and company goals
  • Captured new customers by launching diverse products, resulting in significant business growth and expanded market presence
  • Managed and executed pricing and bid campaigns, exceeding deadlines and expectations while maximizing profitability
  • Conducted competitive analysis and leveraged industry trends to enhance customer relationship management and strategy
  • Improved team productivity by implementing streamlined processes and effective communication strategies
  • Reduced operational costs through process improvements and effective resource management, achieving greater efficiency
  • Mentored team members, fostering professional growth and ensuring high standards of performance
  • Secured long-term accounts by developing innovative strategies to highlight product benefits and promote brand effectiveness

Customer Service Analyst

DB Schenker
02.2007 - 04.2010
  • Maintained high levels of customer satisfaction by proactively addressing customer needs and resolving concerns efficiently
  • Leveraged customer feedback to refine processes, resulting in measurable improvements in service quality and client retention
  • Delivered primary support for internal and external customers, ensuring timely and accurate responses to product and service inquiries
  • Enhanced customer satisfaction by reducing wait times through optimized staffing schedules and callback options
  • Collaborated cross-functionally to develop strategies for continuous service quality improvement, driving higher satisfaction scores
  • Boosted sales revenue by skillfully promoting diverse service options and identifying upsell opportunities
  • Managed escalated customer complaints to successful resolutions, ensuring continued loyalty and positive experiences

Education

Bachelor of Arts - Business

Northern Arizona University
Flagstaff, AZ
06-2011

Associate of Arts - Business

Maricopa Community Colleges - Rio Salado Community College
Phoenix, AZ
06.2009

Skills

  • Leadership & Team Management
  • Process Improvement & Optimization
  • Customer Implementation & Onboarding
  • Data-Driven Decision Making
  • Project Management
  • Change Management
  • Strategic Planning & Execution
  • SaaS & Technology Integration
  • Client Relationship Management

Timeline

Sr. Manager of Customer Implementation

OnTrac
06.2024 - Current

Sr. Manager Operations – Global

Flexport
11.2023 - 06.2024

Global Implementation Manager – West Coast

Flexport
03.2023 - 11.2023

Head of Implementation – Ocean Freight, USA

DB Schenker
03.2020 - 03.2023

Implementation Solutions Manager – Americas

DB Schenker
04.2018 - 03.2020

Assistant to VP of Sales – US West Coast

DB Schenker
04.2015 - 03.2018

Air Product Pricing Manager – Lead

DB Schenker
04.2010 - 03.2015

Customer Service Analyst

DB Schenker
02.2007 - 04.2010

Bachelor of Arts - Business

Northern Arizona University

Associate of Arts - Business

Maricopa Community Colleges - Rio Salado Community College

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Kyle Nelson