Onboarding Manager
Location: RemoteTeam: Customer SuccessType: Full-Time
About Happy Returns
Happy Returns is solving the #1 pain point of e-commerce: returns. As a UPS company, we provide a seamless and sustainable return experience through our software platform and network of Return Bars®. Our mission is to make returns beautiful for shoppers, retailers, and the planet.
Position Summary
The Onboarding Manager is a critical member of our post-sale team—responsible for guiding retail partners through the implementation and launch of Happy Returns' services. You’ll serve as the operational quarterback for each new merchant integration, ensuring that each brand launches successfully, on time, and with confidence in the return experience. This is a cross-functional role that collaborates closely with Sales, Engineering, Product, and Support teams—as well as with external stakeholders from brands, 3PLs, and return portal partners.
Key Responsibilities
- Merchant Implementation: Lead the end-to-end onboarding process for new brands, from contract signature through go-live.
- Operational Discovery: Conduct onboarding discovery calls to understand warehouse workflows, return management systems (e.g., WMS/3PL), and brand preferences.
- Workflow Configuration: Oversee setup of integrations and return rules, coordinating with Loop and internal teams for API, QR code, and portal configurations.
- Training & Enablement: Deliver documentation and training to merchants on Happy Returns' platform, logistics flow, and post-launch support channels.
- Go-Live Readiness: Coordinate and track testing, validate functionality, and monitor pilot returns to ensure a smooth merchant launch.
- Issue Resolution: Own early-stage troubleshooting across systems, collaborating with technical support, engineering, and external partners if needed.
- Cross-Team Alignment: Act as the voice of the merchant in cross-functional meetings, surfacing blockers and ensuring merchant-centric outcomes.
- Process Improvement: Continuously refine onboarding playbooks, documentation, and best practices to improve speed and satisfaction.
Requirements
- 3+ years experience in onboarding, implementation, project management, or merchant success—ideally within a tech-driven logistics, e-commerce, or SaaS environment
- Strong operational thinking and the ability to thrive in a fast-paced, evolving space
- Excellent written and verbal communication skills with a customer-first mindset
- Comfort navigating CRM (e.g., Salesforce), project tools (e.g., Smartsheet), and basic technical documentation
- Experience with 3PL coordination, warehouse tooling, or return logistics a strong plus
- Bachelor's degree or equivalent experience
Benefits & Culture
- Competitive salary with performance-based bonus potential
- Comprehensive benefits package: medical, dental, vision, and more
- Flexible PTO and holiday schedule
- A mission-driven, inclusive team committed to building sustainability into commerce
- Opportunities for growth across a fast-scaling organization
Our Commitment to Diversity
Happy Returns believes that diverse teams make better decisions and create more resilient cultures. We welcome candidates of all backgrounds and actively foster an inclusive and respectful workplace where you can thrive.
