About Fulfillment IQ (FIQ):
Fulfillment IQ is a supply chain engineering and transformation company that helps brands, retailers, and 3PLs design, build, and scale high-performance logistics operations.
We work at the intersection of strategy, operations, and technology where we solve complex, real-world problems across warehouse design, automation, order management, transportation, and end-to-end supply chain execution.
Our teams combine deep domain expertise with strong technical capability, delivering outcomes through consulting, systems implementation, and proprietary platforms that accelerate time-to-value and reduce delivery risk.
If you enjoy working in complex environments, partnering closely with clients, and seeing your work make a tangible impact on how global commerce moves, this is the place where your skills and judgment truly come to life.
Role Overview:
As FIQ continues to scale its delivery footprint with a strategic enterprise client, we're building a dedicated bridge between our India-based delivery team and the client's operations team. This role owns that connection end-to-end: running a proactive weekly cadence with the client, keeping task visibility clear across our India-based team members, and packaging completed work into regular, client-facing reporting that makes the value of our delivery visible and easy to track.
Mandate:
- Take work off the client's primary contact's plate by acting as the dedicated collaboration/coordination point between the India-based FIQ delivery team and the client
- Establish a proactive weekly cadence with the client's operations team, rather than waiting to be assigned individual tasks
- Improve delivery visibility to the client by turning ticketing system data into regular, digestible reporting on what's been solved
Must Have:
5–8 years of program/project coordination experience in a client services environment.
- Comfortable proactively driving a relationship with a client stakeholder (rather than waiting for tasks to be assigned)
- Experience managing or coordinating across a distributed/offshore team
- Based in or willing to be based in Atlanta, GA
- Ability to create and maintain executive-level status reports and dashboards
- Ability to coordinate activities across functional, technical, and support teams
- Ability to monitor SLA adherence and manage escalations
- Ability to drive onboarding coordination for new implementations and initiatives
- Strong written and verbal communication skills
- Strong stakeholder management and relationship-building skills
- Nice to Have: 3PL or WMS industry background; prior exposure to Manhattan Scale; experience with ServiceNow or similar ticketing/reporting tools
Key Responsibilities:
- Run a proactive weekly cadence call with the client's operations team
- Pull and package ticketing system data into client-facing reports showing work completed
- Coordinate across India-based FIQ team members on task assignment, delivery quality, and documentation
- Escalate blockers or resourcing gaps to the account and delivery leadership
- Act as the single point of accountability for India-team collaboration on this client account
What Success Looks Like in the First 90 Days:
30 Days:
- Build a working relationship with the client's operations team and primary contact
- Establish the weekly cadence call
- Get up to speed on current open tickets/workstreams via the ticketing system
60 Days:
- Own recurring client-facing reporting on completed work
- Be the established point of contact for India-team task coordination
- Identify and start closing gaps in delivery documentation quality
90 Days:
Demonstrate a measurable improvement in client-perceived delivery visibility and timeliness
Fully own the weekly cadence and reporting rhythm independently
Key Performance Indicators (KPIs):
- Weekly cadence call adherence (held consistently, no missed weeks after Month 1)
- Turnaround time on client-facing status reports
- SLA adherence rate on ticketing system items
- Client-reported satisfaction/visibility improvement (qualitative check-in with client stakeholders)
- Reduction in escalations reaching leadership directly (i.e., issues caught and resolved at coordinator level)
- Why You’ll Love Working Here
At Fulfillment IQ, we don’t just build supply chain solutions; we build long-term careers.
We believe in giving our people real ownership, real influence, and meaningful responsibility. Whether you’re leading a client relationship, shaping a solution, or building internal capability, your decisions have a visible impact.
We operate with a high-trust, high-standards culture that values clear thinking, collaboration, and accountability without unnecessary hierarchy or bureaucracy.
Here’s what makes Fulfillment IQ a rewarding place to work:
Work That Matters
You’ll help solve real operational challenges that directly impact global commerce, customer experience, and supply chain performance.
Career Growth That Matters
We invest in mentorship, leadership development, and continuous learning — supporting both vertical growth and long-term career progression.
Flexibility to Thrive
We support remote and hybrid work models, flexible schedules, and trust our teams to manage their time responsibly.
We Celebrate Impact
From project wins to personal milestones, we recognize contribution, celebrate progress, and value consistency over heroics.
A Collaborative Culture
You’ll work alongside experienced consultants, engineers, product leaders, and commercial professionals who value ownership, transparency, and high standards.
