Job Description

KPI Solutions is seeking a Software Project Coordinator with Operational Responsibilities to support both new software implementation projects and ongoing operational support for our current project. This role combines project coordination duties with day-to-day operational management, ensuring successful project delivery while maintaining optimal performance of deployed systems. The ideal candidate thrives in a dynamic environment, balancing multiple priorities between new implementations and supporting live production systems.

About KPI Solutions

KPI Solutions specializes in warehouse automation, material handling equipment integration, and supply chain optimization software. We deliver end-to-end solutions including WMS, WCS, WES, and custom integration services to clients across e-commerce, 3PL, retail distribution, manufacturing, and other logistics-intensive industries.

Position Type: Hybrid Role (50% Project Coordination / 50% Operational Support)

Project Coordination

Implementation Project Management

• Coordinate software implementation projects from kickoff through go-live and handoff to operations
• Develop and maintain project schedules, task lists, and deliverable tracking across multiple concurrent implementations
• Organize project meetings including kickoffs, weekly status calls, UAT sessions, and go-live planning
• Track project milestones, dependencies, risks, and issues; escalate appropriately
• Coordinate resources across internal teams (software engineers, integration specialists, support staff) and external vendors
• Prepare project status reports, financial summaries, and executive dashboards
• Manage project documentation including requirements, specifications, test plans, and training materials
• Support change order processing and scope management
• Coordinate equipment procurement, software licensing, and third-party services

Financial & Budget Tracking

• Build and maintain project budgets tracking all costs (labor, software, hardware, travel, services)
• Monitor project financials daily/weekly; generate variance reports and forecast to completion
• Track invoices, purchase orders, and expense reports
• Coordinate billing milestone achievement and customer invoicing
• Calculate project profitability metrics and ROI
• Support contract reviews and pricing analysis

Implementation Activities

• Coordinate data migration activities (item masters, locations, inventory, historical data)
• Schedule and support testing phases: functional, integration, performance, UAT
• Organize training sessions for client operations and IT teams
• Coordinate go-live activities including cutover planning, hypercare support, and stabilization
• Track post-implementation performance against contracted SLAs and design specifications

Operational Support

Daily System Operations Management

• Monitor production systems for performance, availability, and operational issues across client base
• Serve as primary operational point of contact for assigned clients
• Conduct regular operational health checks and system performance reviews
• Track and analyze daily operational metrics: throughput, accuracy, system uptime, error rates
• Coordinate resolution of operational issues working with support teams, clients, and vendors
• Escalate critical issues following defined procedures and SLAs
• Maintain operational documentation including SOPs, troubleshooting guides, and configuration records

Client Relationship & Support Coordination

• Build and maintain strong relationships with client operations teams and key stakeholders
• Conduct weekly/monthly operational review meetings with assigned clients
• Address client concerns, requests, and escalations in a timely professional manner
• Coordinate enhancement requests and system optimization initiatives
• Support client training needs for new users, refresher training, and process changes
• Gather client feedback and identify opportunities for service improvement
• Act as client advocate internally, ensuring their operational needs are understood and addressed

System Monitoring & Performance Optimization

• Monitor system performance dashboards and operational metrics in real-time
• Identify trends, anomalies, and degradation in system performance
• Coordinate performance tuning activities with technical teams
• Track and report on SLA compliance (uptime, response time, transaction volume)
• Support capacity planning and scaling activities as client volumes grow
• Coordinate preventive maintenance windows and system upgrades
• Monitor integration health between WMS,WES/WCS ERP, TMS, and other connected systems

Issue & Incident Management

• Triage and categorize incoming operational issues (severity 1-4)
• Coordinate incident response for critical production issues (severity 1/2)
• Facilitate troubleshooting efforts across technical teams and vendors
• Communicate status updates to clients during incident resolution
• Document issues, root causes, and resolutions in ticketing system
• Track issue trends and drive continuous improvement initiatives
• Conduct post-incident reviews and ensure corrective actions are implemented

Operational Data & Reporting

• Generate daily/weekly/monthly operational reports for clients and internal stakeholders
• Create and maintain operational dashboards showing key performance metrics
• Analyze operational data to identify improvement opportunities
• Track warehouse performance metrics: throughput, accuracy, productivity, equipment utilization
• Monitor system performance metrics: transaction volumes, response times, error rates, uptime
• Prepare quarterly business reviews (QBRs) for assigned clients
• Benchmark client performance against industry standards and peer operations

Continuous Improvement

• Identify and drive operational efficiency improvements for clients
• Coordinate implementation of process improvements and system enhancements
• Support optimization projects (slotting, wave planning, labor standards, equipment utilization)
• Lead or participate in root cause analysis for recurring issues
• Document and share best practices across client base
• Coordinate lessons learned sessions and knowledge transfer

Vendor & Partner Coordination

• Coordinate with software vendors (WMS, WCS providers) on support issues and enhancements
• Manage relationships with equipment vendors for maintenance and support
• Coordinate with system integrators and third-party service providers
• Track vendor SLA compliance and performance
• Escalate vendor issues and coordinate resolution

Requirements

• Bachelor's degree in Business, Supply Chain, Computer Science, Engineering, or related field
• 3-5 years of combined experience in project coordination and operational support roles
• Experience with software systems in warehouse, distribution, or logistics environments
• Demonstrated ability to manage both project work and ongoing operational responsibilities
• Experience supporting production systems and handling critical incidents
• Strong track record of client relationship management

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Care Concierge Service
• 401(k) Retirement Plan (Pre-tax & Roth)
• Company paid Basic Life Insurance, Short-Term Disability & Long-Term Disability
• Voluntary Life & AD&D Insurance
• Voluntary Accident, Critical Illness & Hospital Indemnity Insurance
• Pet Insurance
• Milk Stork Program
• Wellness Program with gift card redemption and wellness challenges
• Paid Time Off (Vacation, Sick & 10 Holidays)
• Training & Development
• KPI Solutions provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.