Implementation Manager (US)

About the role

parcelLab, an Operations Experience Management platform serving 550+ brands worldwide, is growing in the US and is hiring a full-time Implementation Manager to join its global Customer Implementation team. The role is fully remote, within the Eastern or Central Time Zones, and works with key North American clients to help them onboard quickly and efficiently.

Key responsibilities

• Act as the technical owner of each customer's onboarding experience, guiding them to improve their post-purchase operations.
• Work with Customer Success and Solution Consulting to align on commercial goals and onboarding scope.
• Discover customer goals, e-commerce setups, customer service operations and logistics/fulfillment structures, and define how data is transferred and ingested.
• Configure the solution to fit defined outcomes: set rules with the trigger engine, advise on communication flows, adapt templates and enable built-in AI tools.
• Occasionally perform light technical triage: use Graylog to check error logs, GitHub to reference code and API docs to understand how services communicate.
• Recommend best practices and point out product improvements, communicating technical business value to Product and Engineering.

Required profile

• 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, eager to learn new technical skills.
• Basic understanding of e-commerce and last-mile logistics, or strong eagerness to master it quickly.
• Data-driven mindset in supporting customer decisions and tracking your own impact.

Required skills

• Familiarity with log management tools such as Graylog, Kibana or Splunk.
• Comfort navigating GitHub and reading API documentation.
• Basic understanding of a scripting language (JavaScript, Python or Bash) and ideally HTML; the Customer Engineering team supports heavy technical work.

What we offer

• A comprehensive 30-60-90 day onboarding plan.
• Fully remote flexibility within the US, with a co-working space budget and a home office set-up budget (desk, chair, accessories).
• Career development, access to LinkedIn Learning and training budgets.
• Free meditation, mindfulness and coaching sessions through a mental wellbeing platform.