Route
Connecting the world's commerce.
Hybrid

Head of Merchant Experience

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About Route

Route is a one-click premium shopping experience for online ordering, and the only way to view all of your online orders, from any merchant, in one place. Online shoppers can insure and visually track everything they order online in one centralized app. E-commerce merchants from boutique brands to household names can add Route to their website empowering one-click solutions for their customers for shipping insurance, visual package tracking, and one-click claim handling. With offices in both Silicon Slopes, Utah (HQ) and Santa Monica, California, Route embodies a creative lifestyle partnered with innovative tech to build a one of a kind global brand.

About the Role

As the Head of Merchant Experience at Route you will be responsible for creating the tools and experiences used by all 10,000 merchants already using Route, as well as the 100s of thousands still to come. Youll help the merchants who are onboarded understand the value they get from Route, unlock even more, and give them powerful tools for growing their business. You will partner closely with our revenue team to understand their needs and prioritize efforts that will drive the highest retention and satisfaction possible. We’re building Route to be a celebrated partner of ecommerce merchants and a world-class brand on our own. The Head of Merchant Experience is on the vanguard of that effort. This role reports directly to the VP of Product and this person will regularly partner with and interact with the CRO, VP of Marketing, Head of Growth, CTO, and CEO.


Responsibilities:

  • Responsible for merchant experience product management:  will lead a team of engineers to build tools to make merchants successful on Route from onboarding through activation and ongoing use of all of Route’s features
  • Build a team of PMs, data analysts, performance and lifecycle marketers to grow Route’s small merchant base from 10,000 to 1,000,000.
  • Work closely with customer experience and sales to ingest user feedback from the market
  • Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm
  • Bonus:  Ability to work with channel partners (e.g., Shopify/Bigcommerce, agencies) and manage vendors (e.g., LeadGenius, hubspot)


Requirements:

  • Bachelor’s degree or equivalent work experience in product management
  • Minimum of 7 years of product management or product design experience at an e-commerce or internet software company
  • Minimum of 7 years experience driving cross-functional collaboration between product, engineering, sales, and customer success
  • Stellar business acumen, communication skills, and presentation experience
  • Experience managing a cross-functional team
  • Proven organizational and analytical experience
  • Ability to think strategically and act tactically
  • Experience with online A/B testing to drive improvement in user experience and business results


Benefits

Route offers an array of benefits including generous salaries, stock options, 100% healthcare coverage, and an unlimited PTO policy.

Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

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What are Route Perks + Benefits

Route Benefits Overview

Route offers an array of benefits including generous salaries, stock options, 100% healthcare coverage, and an unlimited PTO policy.

Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

This is only the beginning of what we are looking to create here at Route. We embrace a unique office environment that strives to celebrate the little things on a daily basis, offers opportunities to stretch our skillsets and fully invest in exploration and self discovery. Experiential benefits are on the very near horizon!

We are currently building a new office space in the heart of Santa Monica! The new location features a beautiful outdoor space to accommodate the numerous events planned in the future!

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