Enterprise Rail Shipment Pilot

Work / Enterprise Rail Shipment Pilot

Enterprise delivery

Engagement manager & delivery lead · 4-month pilot, shipped in 3 · Freight rail

Flat illustration: a freight train with two container cars reporting live shipment status to a floating tracking dashboard card

A client-facing pilot of a unified, AI-assisted customer concierge platform for a large freight rail operator. As engagement manager and delivery lead I owned discovery, sequencing, and delivery cadence end to end.

Scoped at four months, the pilot shipped in three, a month ahead of schedule, with zero critical production defects.

Client-facing pilot of a unified customer concierge platform for a large freight rail operator's enterprise shippers. Scoped at four months, delivered in three, with zero critical defects at production launch.

I was the engagement manager and delivery lead for this enterprise client engagement. The main goal: launch a client-facing pilot of a new customer concierge platform. Scoped as a four-month engagement, we shipped in three.

We delivered a month ahead of schedule, with zero critical issues at launch.

Situation

The client is a large freight rail operator. Its enterprise shippers wanted one secure place to follow their freight and get help, in place of a separate tool for each task.

What I led

Delivery of the client-facing pilot: a single mobile and web app for enterprise shippers.

Design leadership: led design with a small team and kept the shipper experience coherent from first concept through launch

Engineering and design in parallel: coordinated engineering, design, SRE, and data engineering against a two-week show-something cadence with client reviewers

Vendor coordination: kept multiple delivery partners aligned across the work streams converging on the app

Pilot scoping: shaped the pilot around a small group of customers and treated the data boundaries between them as a design input from day one

AI concierge, scoped and designed: scoped and designed a GenAI concierge layer with the team, and sequenced it behind the core platform so the first release stayed focused

Outcomes

Launched the client-facing pilot a month ahead of schedule (three months against a four-month scope) with zero critical defects at production launch

Brought shipment tracking, support, and proactive alerts into one secure, compliant app for enterprise shippers

Set up the operating model (sprint goals, RAID and decision log discipline) so the program could continue past the pilot

Why this engagement mattered

Enterprise pilots fail more often from organizational drag than from technology. The work that decides the outcome is holding scope, keeping design and engineering moving together, and respecting data boundaries between customers from the start. Zero critical defects at launch is a delivery outcome, not a luck outcome.