[Hiring] Implementation Manager @TrashLab

Role Description

We're hiring an Onboarding Manager to take freshly-signed haulers from contract to confidently using TrashLab in production — travel light, ship fast, and leave every customer happier than you found them.

You'll be the 2nd Onboarding Manager, splitting coverage roughly east/west with the existing OM.

• Run new-customer onboarding end-to-end: project plan, data migration, configuration, integration setup (accounting, payments, routing data), training, go-live, and first-30-day check-ins.
• Travel to customer sites for kickoffs, go-lives, and high-leverage in-person training — onboardings are a mix of remote implementation and onsite work.
• Sit with a hauler's CSR team, dispatcher, or scale-house operator, say “let me show you how this works” — and have them comfortable in an hour.
• Build and refine onboarding playbooks per customer segment (residential, commercial, roll-off, scale houses) using AI-generated checklists, automated configuration scripts, and in-app guides — what good looks like: <45-day implementations and 90%+ onboarding completion.
• Partner with Sales on handoff quality and with Support on post-onboarding escalations.
• Catch product friction early and route it to engineering with crisp repro steps — you're the canary for usability issues.

Qualifications

• 3+ years in SaaS onboarding, implementation, customer success, or operations roles — strong preference for vertical SaaS that touches physical operations.
• Comfortable holding a project plan, a customer's hand, and a dashboard simultaneously.
• Ability to teach an operator who's never used software like this before — without being condescending.
• AI-forward — experience with AI agents and automation on repeatable tasks, or eagerness to learn and build.
• Comfortable traveling regularly, with the constitution for early-morning customer sites, and can maintain poise and develop a plan in unstructured environments.
• A plus: background in waste, fleet, field service, hospitality, or logistics software, and comfort with data migration tooling (CSV wrangling, basic SQL).

Benefits

• Competitive salary with equity.
• Unlimited PTO.
• Health, vision, and dental insurance.
• 401k.