Implementation Manager (US)

We are looking for a full-time Implementation Manager based remotely within the Eastern or Central Time Zones to join our global Customer Implementation team. The Implementation Team ensures our clients start using parcelLab as quickly and efficiently as possible, laying the foundation for long-lasting customer relationships.

About the role

• Technical Ownership: Guide clients to enhance their Post-Purchase Operations Experience, working with leading brands across North America.
• Collaboration: Work alongside Customer Success and Solution Consulting to 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. Define data transfer processes and guide customers on best-practice data ingestion.
• Configuration & AI Integration: Configure our solution to fit defined outcomes. Define rules using parcelLab’s flexible trigger engine, advise on communication flows, review/adapt templates, and enable customers on built-in AI tools.
• Troubleshooting & Technical Triage: Perform light technical triage, including searching error logs in Graylog, navigating GitHub for code references, and using API documentation to understand service communication.
• Advocacy & Product Growth: Proactively recommend best practices and identify product improvements, communicating technical business value to Product and Engineering teams.

Requirements

• 3–5 years of experience in Implementation, Onboarding, or Technical Project Management 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 (e.g., Graylog, Kibana, or Splunk) for searching, filtering, and interpreting logs during troubleshooting. Comfort navigating GitHub and reading API documentation.
• Basic understanding of a scripting language (e.g., JavaScript, Python, or Bash) and ideally HTML. (Note: Customer Engineering team supports heavy technical tasks.)
• Understanding of e-commerce and last-mile logistics (or eagerness to master it quickly).
• Data-driven mindset for supporting customer decisions and tracking 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.
• Home office set-up budget for desk, chair, accessories, and 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.

About parcelLab

We bring people and brands closer together by closing the experience gap post-sales and beyond. We transform operational complexity into opportunities for 550+ brands worldwide, including IKEA, Bose, Farfetch, and Nespresso. Our platform monitors over 6 million shipments per day, actively manages operations experiences in 153 countries, and sends around 13 million proactive, personalized, event-driven emails daily.