Implementation Manager (US)

parcelLab, the leading Operations Experience Management platform, is growing in the 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 is parcelLab's powerhouse, playing a vital role in making sure our clients start using parcelLab as quickly and efficiently as possible. Successful implementation is the foundation of long-lasting customer relationships. As a member of the team, you will work with some of our key clients and collaborate across internal departments to ensure complete success.

• 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.

• 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.

• 🧠 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.

We bring people and brands closer together by closing the experience gap post-sales and beyond, transforming operational complexity into opportunities to outperform for 550+ brands worldwide, including IKEA, Bose, Farfetch, and Nespresso.

• Monitor over 6 million shipments per day.

• Actively manage operations experiences in 153 countries worldwide.

• Send around 13 million proactive, personalized, event-driven emails daily.

parcelLab is an Equal Opportunities Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, disability status, or other lived experience.