Implementation Manager

Lob was founded in 2013 by technical co-founders with a vision to connect the world one mailbox at a time. Today, we're transforming the way businesses use direct mail and bringing the power of technology to a traditionally manual channel. Our modern logistics and fulfillment engine helps businesses to build and scale high-quality, personalized direct mail programs without the operational burden. As we grow to meet the evolving needs of our customers and expand our product offerings, we’re building a team to shape the future of direct mail. Technical Implementation Manager, Lob Logistics About the Role Lob Logistics is looking for a Technical Implementation Manager to lead the technical onboarding and integration of new customers and logistics partners. You will own customer integrations from verbal commitment through launch and the first 30 days in production. You will work directly with customer technical, operational, and postal teams to understand their workflows, design the integration, configure APIs and customer profiles, troubleshoot issues, coordinate postal requirements, and ensure the solution works successfully in production. Lob Logistics is intentionally built around a white-glove customer experience . Our customers are often integrating complex technology, production, postal, and logistics workflows, and we believe the best implementations require more than handing customers documentation and asking them to integrate themselves. The Technical Implementation Manager will work closely with customers throughout the process, including traveling onsite when appropriate for project scoping, technical working sessions, testing, and finalizing integrations. This is a hands-on technical role. You should be comfortable working with APIs, data, developer tools, and AI coding tools such as Claude Code. We are looking for someone who can solve technical problems directly rather than simply coordinate work between customers and Engineering. The right person will be equally comfortable sitting with a customer’s engineering team to design an integration, troubleshooting an API or data issue, working with a commingling partner on postal requirements, and walking a customer through the final steps required to successfully launch. What You’ll Do Own Customer Implementations Own new Lob Logistics customer implementations from verbal commitment through the first 30 days in production. Lead technical discovery and scoping with customers, including understanding their existing systems, mail workflows, data requirements, production needs, postage strategy, billing and integration architecture. Travel to customer locations as appropriate to lead project scoping, technical working sessions, implementation planning, testing, and final integration activities. This role will have regular, consistent travel. Develop and document the technical implementation plan and define requirements, dependencies, testing criteria, and launch readiness. Configure customer profiles and integrations across Lob Logistics systems working with commingle partners on integrations. Own testing, UAT, go-live, and the first 30 days of production stabilization before transitioning the customer to the long-term account owner. Maintain a high-touch, white-glove approach throughout implementation, ensuring customers have a clear technical owner who remains accountable from initial scoping through a successful production launch. Build & Troubleshoot Integrations Work directly with customers to integrate with Lob Logistics through our APIs or customer portal. Understand and troubleshoot API requests, JSON payloads, authentication, webhooks, data mappings, and integration errors. Use Claude Code and other development tools to navigate code, investigate issues, build scripts and utilities, create working examples, and accelerate customer integrations. Identify whether technical issues originate with the customer, Lob, a partner, data, configuration, or the underlying integration and drive them to resolution. Look for opportunities to automate repetitive implementation work and build tools that make future integrations faster and more reliable. Scope Technical Solutions Determine when customer requirements can be solved through configuration or existing capabilities and when custom development is required. Scope custom technical requirements and partner with Product and Engineering on solutions requiring platform changes. Provide clear requirements, acceptance criteria, and technical context to Engineering. Partner with the implementation project manager to ensure technical requirements, dependencies, risks, and timelines are reflected in the broader implementation plan. Own Postal & Partner Setup Coordinate the technical and operational requirements necessary to successfully move customer mail through Lob Logistics. Ensure customer implementations meet USPS and commingling requirements, including PAFs, postal promotions, customer profiles, mail owner and mail service provider configurations, and other applicable requirements. Work directly with Lob’s commingling partners on new customer setup and ensure all technical, operational, and postal requirements are completed before launch. Partner with internal postal subject matter experts when deeper expertise is required while maintaining ownership of the overall implementation. Ensure the customer’s technical integration works across the entire physical mail workflow, not simply at the point of API acceptance. What We’re Looking For 5+ years of experience in solutions consulting, technical consulting, implementation strategy, solutions architecture, customer success, or a similar customer-facing role working with technology and systems. Strong understanding of how business systems, applications, and data integrations work together, with familiarity with concepts such as APIs, data flows, authentication, and system integrations. Experience in direct mail, print manufacturing, logistics, fulfillment, shipping, payments, EDI, or another environment where software connects to complex physical operations. Understanding of USPS mail preparation, Intelligent Mail barcodes, PostalOne!, Mail.dat/Mail.XML, PAF requirements, postal promotions, commingling, drop shipping, or destination entry. Experience working with customers to understand their existing technology landscape, identify requirements, and recommend practical solution approaches. Ability to translate ambiguous customer needs and business processes into clear technical requirements, solution designs, and implementation plans. Comfortable partnering with customer engineers, IT teams, and internal technical resources to guide integrations and troubleshoot implementation challenges. Ability to identify potential technical risks, dependencies, and gaps and coordinate with the appropriate engineering or technical teams to resolve them. Familiarity with modern technical tools and AI-assisted development tools is a plus, with the ability to use them to investigate questions, validate approaches, and collaborate effectively with technical teams. Strong communication and stakeholder management skills, with the ability to translate between technical, operational, and business audiences. Ability to lead technical discovery and solution conversations while maintaining a strong understanding of the customer's business goals and desired outcomes. Ability to manage multiple complex implementations while maintaining clear ownership and attention to detail. A strong customer orientation and willingness to do what is necessary to deliver a high-touch, white-glove implementation experience. A bias toward solving problems directly rather than simply escalating them. Willingness and ability to travel to customer and partner locations for project scoping, technical working sessions, integration testing, and launch support. What Success Looks Like You become the clear technical owner for every implementation assigned to you. Customers move from verbal commitment to production quickly and predictably. Customers feel like Lob is working alongside them throughout the implementation rather than handing them an integration and waiting for it to be completed. Technical, postal, and operational requirements are identified early rather than becoming launch-day surprises. Customers successfully operate in production during their first 30 days and transition cleanly to their long-term account owner. Routine integration challenges are solved by the Technical Implementation team without unnecessary dependency on Engineering. Customer and partner integrations become more standardized, automated, and repeatable over time. You develop trusted relationships with customer technical and operational teams because you understand both their systems and how their mail physically moves through the Lob Logistics network. Most importantly, you don’t just manage implementations. You make them happen. Compensation information The compensation for this role consists of a base salary + additional RSUs. Annual Base Salary: $142,500 - $162,500