Product Implementation Lead (Adoption) - Freight Operations (m/f/d)

JOIN VOYFAI, A FAST-GROWING SERIES A STARTUP SHAPING THE FUTURE OF LOGISTICS AND TECHNOLOGY ACROSS EUROPE. Headquartered in Berlin, we operate at the center of a broader group of companies active across several European markets. This is a unique opportunity to take ownership from day one, drive meaningful impact and grow within a dynamic, fast-paced environment. Whether you're shaping processes, building strategies or leading initiatives, your contributions will directly influence the success of Voyfai and the companies we support. If you're passionate about building from scratch and excited to be part of a company on the rise, we'd love to hear from you. YOUR ROLE: You lead product implementation at our acquired freight forwarders across Europe and Asia. Most weeks you are onsite next to operators across our European portfolio, finding why our tools (Compass, Customs, Hub) get dropped, and removing the reason in the product or in the process. Six months in, the companies you onboarded run on Voyfai every day without thinking about it. WHAT YOU WILL DO - Sit with operators onsite every week, find the moments where Voyfai gets in the way, and fix it onsite. A wrong status mapping, a missing Compass view, an SOP that does not exist yet, a templated email to add. Most of it ships the same day. - Scope bigger work for engineering when it cannot be fixed onsite. A bug in Hub breaking the daily reporting flow, a niche HS code the AI keeps misclassifying. You reproduce, narrow down, write the brief, and hand it to engineering with everything they need to act fast. - Drive the design of new MVPs with portfolio companies and engineering. A pricing desk wanting to automate rate request intake from email. You run the discovery, agree what is in and what is out, and stay close until the first drafts are landing in operators' hands. - Lead integrations with each new acquisition's existing systems. A TMS we have not seen before, an Outlook setup that is different, a customs flow nobody documented. You scope what flows where, in what format, on what schedule, and stay on the project with engineering until real shipments flow through clean. - Build operator trust in our AI features. Sit with the operations manager for two days, go through every shipment the AI got right and every one it got wrong, until he stops second-guessing. Then turn that into training material for the next company we onboard. - Push usage. Look at the data every week, find who is not adopting, go there in person, ask why, and remove the reason. Over time, become one of the voices engineering listens to when deciding what to build next. WHAT YOU BRING: - 5+ years of experience either inside freight forwarding operations (forwarder, customs broker, or operations lead), or in a customer-facing role at a logistics SaaS or digital freight company (Forto, Project44, Container Xchange, Flexport, or similar). Either way, you know what the work feels like. - A track record of taking implementations from kickoff to live. Not specs, not handoffs. Real systems that people rely on every day, even when the people did not want the new tool in the first place. - The instinct and patience to push back on operators when their request is wrong for the product, and to translate engineering decisions into something operators will actually use. - Comfort using ChatGPT, Claude, or similar in your daily work. You try new AI tools without being told, and you have clear opinions on what works and what does not. - Fluency in English - Willingness to travel weekly across Europe (occasional longer trips to Asia), and comfort being the first person in this role at Voyfai, in a small team with very little structure. BONUS IF YOU HAVE - Shipped tools to non-technical users in operational environments where adoption was the hard part. - Direct experience with customs declarations, HS classification, TMS systems, or Outlook-heavy operational workflows. - Time inside a company during the messy first mont