The Manager, Customer Integration Success is responsible for ensuring that customer and partner integrations deliver measurable business value for both GLS Canada and its customers. Reporting to the National Director, Network Optimization & Innovation, this role owns the business processes, governance, standards, and continuous improvement surrounding customer integrations from initial onboarding through ongoing operational success.

Acting as the bridge between the business and IT, the Manager translates operational needs into business requirements, coordinates implementation activities across departments, and ensures customers successfully adopt GLS integration capabilities.

While Information Technology owns the technical platforms, APIs, EDI infrastructure, and software development, this role owns the customer experience, business processes, operational readiness, integration quality, and long-term success of customer integrations.

Job ID: TORCI2026

Schedule: Monday to Friday from 8:30am to 5:00pm

Contract: Full-time, Permanent - Hybrid (2-3 days/week in-office)

Salary: up to $75,000, based on experience

Workplace address: 9501 Hwy 50 Vaughan, ON L4H 2B9

Role can be based in either Vaughan or Montreal*****

To apply: hiring@gls-canada.com

Business Ownership

Own the end-to-end customer integration lifecycle from a business perspective. Establish integration governance, business standards, and implementation policies. Ensure customer integrations align with operational processes and business objectives. Define business requirements for new integration capabilities. Prioritize integration improvement initiatives based on business value.

Customer Onboarding & Adoption

Lead business onboarding activities for new integrated customers. Develop standardized onboarding frameworks and implementation playbooks. Coordinate implementation readiness across Sales, Operations, Customer Experience, IT, and customers. Ensure customers understand GLS integration capabilities and best practices. Measure customer adoption and implementation success.

Integration Governance

Define business acceptance criteria for customer integrations. Establish operational readiness and certification standards. Develop and maintain customer integration policies and implementation guidelines. Govern customer compliance with integration standards. Coordinate customer migration from legacy integration methods to modern platforms.

Operational Excellence

Monitor integration performance from a business and operational perspective. Identify recurring operational issues and coordinate corrective actions. Drive improvements that reduce manual intervention across the network. Support initiatives that improve shipment visibility, automation, and customer experience. Lead business adoption of new shipping label standards, barcode initiatives, and other operational improvements.

Customer Experience

Serve as the business owner for customer integration success. Build strong relationships with strategic customers throughout implementation and beyond. Gather customer feedback to identify improvement opportunities. Develop customer education materials, implementation guides, and self-service resources. Promote best practices across the customer base. Drive adoption of new technologies, label standards, etc. across the customer base.

Cross-Functional Leadership

Partner with Sales to support customer implementations. Work with Operations to improve operational efficiency. Collaborate with Customer Experience to reduce customer effort and improve service. Work closely with Product Management to define future business capabilities. Partner with IT to prioritize technology enhancements and ensure successful delivery of business requirements. Post-Secondary in Business, Supply Chain, Information Systems, Operations, or equivalent experience. Five or more years of experience leading cross-functional business initiatives. Experience in transportation, logistics, supply chain, customer onboarding, operations, or process improvement. Demonstrated ability to translate business needs into technology initiatives. Strong stakeholder management and relationship-building skills. Excellent communication and presentation abilities. Strong analytical and problem-solving skills.

Preferred

Bilingual French/English is a strong asset Experience working with customer integrations, APIs, EDI, or enterprise software implementations. Experience with continuous improvement methodologies. Experience leading cross-functional operational initiatives. Knowledge of parcel, freight, or transportation operations. Eligibility to our 3-tier medical and dental insurance programs RRSP Annual increase Employee Assistance Program Referral Bonus