Head of Merchant Experience
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.