Implementation Manager (US)

Summary

parcelLab is an Operations Experience Management platform seeking a full-time Implementation Manager to join its global Customer Implementation team. The role owns customers’ technical onboarding, including discovery, solution configuration, AI tool enablement, troubleshooting, data ingestion guidance, and collaboration with Customer Success, Solution Consulting, Product, and Engineering teams.

Responsibilities

• **Technical Ownership:** You'll be the technical owner of the customer's onboarding experience, guiding them to up level their Post-Purchase Operations Experience. You will work with leading brands across various industries in North America
• **Collaboration:** Working alongside Customer Success and Solution Consulting, you'll align on commercial goals and onboarding scope
• **Discovery & Setup:** Gather a deep understanding of customer goals, e-commerce setups, customer service operations, and logistics/fulfillment structures. You'll define how data is transferred and guide customers on best-practice data ingestion
• **Configuration & AI Integration:** Configure our solution to fit defined outcomes. You will define rules using parcelLab's infinitely flexible trigger engine, advise on communication flows, review/adapt templates to high standards, and enable customers on built-in AI tools
• **Troubleshooting & Technical Triage:** Occasionally perform light technical triage. You will jump into **Graylog** to search error logs, navigate **GitHub** to reference code or track issues, and reference **API documentation** to understand how our services communicate
• **Advocacy & Product Growth:** Proactively recommend best practices and identify product improvements, communicating technical business value effectively to our Product and Engineering teams

Skills

• * **3–5 years of experience** in Implementation, Onboarding, or Technical Project Management specifically within **SaaS businesses**
• * Outstanding project, stakeholder, and expectation management skills
• * AI- and tech-savvy, with a strong interest in learning new technical skills
• * **Log & Technical Literacy:** Familiarity with log management tools (such as Graylog, Kibana, or Splunk) to search, filter, and interpret system/application logs during basic troubleshooting. Comfort navigating GitHub and reading API documentation
• * Basic understanding of a scripting language (like JavaScript, Python, or Bash) and ideally HTML. *(Note: Our Customer Engineering team is always there to support the heavy technical lifting!)*
• * Understanding of how e-commerce and last-mile logistics work (or a strong eagerness to master it quickly)
• * Data-driven mindset in supporting customer decisions and tracking your own impact

Qualifications

Must Haves

• * **3–5 years of experience** in Implementation, Onboarding, or Technical Project Management specifically within **SaaS businesses**
• * Outstanding project, stakeholder, and expectation management skills
• * AI- and tech-savvy, with a strong interest in learning new technical skills
• * **Log & Technical Literacy:** Familiarity with log management tools (such as Graylog, Kibana, or Splunk) to search, filter, and interpret system/application logs during basic troubleshooting. Comfort navigating GitHub and reading API documentation
• * Basic understanding of a scripting language (like JavaScript, Python, or Bash) and ideally HTML. *(Note: Our Customer Engineering team is always there to support the heavy technical lifting!)*
• * Understanding of how e-commerce and last-mile logistics work (or a strong eagerness to master it quickly)
• * Data-driven mindset in supporting customer decisions and tracking your own impact

Benefits

• Plenty of room for your own ideas—space to try, fail, and learn!
• Comprehensive 30-60-90 day onboarding plan from day one.
• Fully remote flexibility within the US (Eastern or Central Time Zones), with a co-working space budget if you prefer working outside a home office.
• Home office set-up budget to get kitted out with a desk, chair, and accessories, alongside the latest MacBook or PC.
• Career development opportunities, access to LinkedIn Learning, and training budgets.
• Free meditation, mindfulness, and coaching sessions via our mental wellbeing platform.
• Be part of a motivated, diverse, and international team.