Technical Implementation Manager

About us

At Returnista, we help merchants turn returns into a smoother, more scalable part of their customer experience. Our platform connects with the systems merchants already use, helping them streamline return flows, automate operational processes, and improve the post-purchase experience.

We’re a growing team working closely across product, engineering, sales, and customer-facing teams to support merchants with both standard and more complex technical implementation needs.

About the role

As Technical Implementation Manager (Customer Integrations), you will lead technical implementation projects for merchants with more complex integration needs. You will act as the bridge between the customer, Returnista’s internal teams, and the engineers delivering the implementation.

This is a customer-facing role with a strong technical and project management component. You will gather and structure requirements, map integration solutions, guide customers through implementation requests and onboarding journeys, and coordinate closely with Solutions Engineers who execute the technical work. You will not be the person building the integration yourself, but you should be confident in understanding APIs, system architecture, and technical constraints well enough to design pragmatic solutions and guide conversations with credibility.

You’ll work closely with teams across Product, Engineering, Sales, and Customer Success, and play an important role in helping Returnista scale complex customer implementations in a structured way.

Key responsibilities

• Lead technical implementation projects for merchants with more complex requirements

• Act as the main point of contact for customer technical stakeholders during onboarding and broader implementation requests

• Gather, clarify, and document business and technical requirements from customers

• Translate customer needs into clear integration designs and implementation plans

• Work closely with Solutions Engineers to hand over, coordinate, and track delivery of integrations

• Manage multiple customer projects and implementation requests in parallel

• Set clear expectations with customers on scope, feasibility, and phased delivery

• Share insights from customer implementations work with Product and internal teams to help improve scalability and product development

Requirements

• Experience in a customer-facing technical role such as solutions engineering, technical implementation, technical project management, or a similar role

• Strong understanding of APIs, integrations, and system mapping

• Ability to understand technical constraints and translate them into practical customer solutions

• Experience managing multiple projects or customer implementations at the same time

• Strong written and verbal communication skills in English

• Confidence working with both technical and non-technical stakeholders

• Ability to ask the right questions, structure ambiguous requirements, and avoid overpromising

• E-commerce, ERP, WMS, or platform integration experience is a plus