Manager - Forwarding Operations (Integration)

Job Title : Integration Specialist / Expert - Manager

Location : Mumbai

We are seeking a proactive and detail-oriented Integration Specialist / Expert to manage and support customer integrations after the project handover phase. You will be the primary point of contact for internal business stakeholders (operations, account management, IT etc.) transitioning from implementation to live operation, ensuring smooth onboarding, resolving post-deployment issues, and helping customers get the most value from their integration with our platform / products.

Key Responsibilities :

Serve as the main liaison for business stakeholder post-project delivery to support successful operational integration.

Monitor, troubleshoot, and resolve / drive resolution with technical, operational, business teams (e.g., API, EDI, file-based interfaces) related to customer systems.

Provide documentation, training, and guidance to ensure operational teams can maintain integrations independently.

Coordinate internally with development, product, and customer success teams to address escalations or configuration changes.

Track integration stability and performance to ensure ongoing reliability and compliance with SLAs.

Maintain clear records of support activities, customer communications, and technical findings in ticketing or CRM systems.

Recommend process improvements based on recurring issues or feedback from customers.

Support new feature rollouts or version upgrades that impact integrated customers.

Drive change requests through project management end to end

Maintain a knowledge base and support materials to assist customers with common issues or questions.

Requirements :

Bachelor's degree in Computer Science, Information Systems, Business, or a related field (or equivalent experience).

Experience in a support, technical onboarding, or integration-related role.

Strong understanding of data exchange protocols (e.g., EDI, API, XML, JSON, SFTP).

Excellent problem-solving skills and ability to troubleshoot independently.

Strong communication and client-facing skills with a focus on clarity and patience.

Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and CRM tools.

Ability to multitask and manage multiple customer integrations simultaneously.

Team-oriented mindset and collaborative approach to solving complex problems.

Preferred Qualifications :

Experience in SaaS, logistics, fintech, or enterprise software environments.

Knowledge of integration platforms, middleware, or ERP systems.

Basic scripting or SQL knowledge is a plus.

Exposure to Freight Forwarding / Logistics business

What We Offer :

A collaborative and supportive team culture.

Opportunities for career growth and learning.

Flexible work environment (hybrid or remote options).

Competitive compensation and benefits package.