Implementation and Product Launch Specialist

Lula Commerce is hiring an Implementation and Product Launch Lead to own the work required to move customers from signed agreement to successful launch across two to three Lula products. This role brings structure, urgency, and accountability to implementations while ensuring customers, internal teams, and external partners are aligned on what must happen next.

This is not a traditional project management role. The right person understands restaurant technology, merchant operations, delivery platforms, or a closely related environment and can use that domain knowledge to identify risks, solve operational problems, and make sound decisions. You will be expected to learn the details of each product, push work forward, and take responsibility for getting customers live.

You will report directly to our CEO and work closely with Sales, Product, Engineering, Account Management, Support, and external partners.

• Own implementations from handoff through launch across two to three Lula products.
• Build clear implementation plans with milestones, owners, dependencies, risks, and launch dates.
• Translate customer contracts, commitments, workflows, and technical requirements into executable launch plans.
• Keep internal teams, customers, and partners aligned and accountable throughout the implementation process.
• Identify blockers early, drive decisions, elevate appropriately, and follow issues through to resolution.
• Develop a working understanding of each product, its integrations, operational requirements, and customer use cases.
• Coordinate onboarding, configuration, data collection, integrations, testing, training, and launch readiness.
• Create consistent communication for customers and leadership, including status, risks, decisions, and next steps.
• Lead launch-readiness reviews and confirm that operational, technical, and customer requirements are complete.
• Document repeatable implementation playbooks, checklists, templates, and ownership standards.
• Track implementation metrics such as time to launch, milestone completion, launch delays, open blockers, and post-launch issues.
• Use implementation patterns and customer feedback to recommend improvements to the product and operating model.

• Approximately 5 to 8 years of experience in implementation, customer onboarding, launch operations, program management, product operations, or a related role.
• Direct experience in restaurant technology, merchant technology, delivery platforms, ecommerce, marketplaces, point-of-sale systems, or a closely related field.
• A track record of personally owning complex customer implementations and getting products or programs live.
• Strong operational judgment and the ability to understand how a product works in the real world, not only how it is described in a project plan.
• Experience coordinating across customers, Sales, Product, Engineering, Account Management, and Support.
• Strong ownership and urgency. You communicate early, surface risks, hold people accountable, and keep work moving without repeated follow-up.
• The ability to manage several implementations and product work streams without losing clarity or attention to detail.
• Clear customer communication and the confidence to lead difficult conversations about requirements, risks, tradeoffs, and launch timing.
• Comfort creating structure in an evolving startup environment where the process may not yet exist.

• Experience with restaurant onboarding, menus, catalogs, point-of-sale systems, ordering platforms, delivery marketplaces, payments, or merchant integrations.
• Experience supporting multiple products or implementation motions at the same time.
• Technical fluency with APIs, data feeds, integrations, configuration tools, and…