ABOUT US

We build tools for 100+ brands and retailers in the ecommerce space that help them offer free two-day shipping, same-day delivery, and product expansion into new marketplaces -- keeping them several steps ahead of the curve in a rapidly changing industry.

We are a purpose and culture driven organization that prides ourselves on connectivity, equality, diversity and inclusion. We are committed to our people as a service-oriented company as our people are at the heart of everything we do.

We are Headquartered in Chicago, with offices in New York, Conshohocken, PA (Philly area), and Krakow, Poland and we operate as a subsidiary of FedEx Services.

ABOUT THE ROLE 

As Director of Product, Post-Purchase Consumer Experience, you’ll be responsible for creating the product vision and executing the product strategy to transform ShopRunner’s post-purchase consumer experience into a strategic differentiator. You’ll own the post-purchase experience starting with the moment that the member completes their order. You’ll make their shopping journey magical by helping them when they need it most to know where their order is with proactive communications and product experiences along with finding ways to uniquely help our members, leveraging our unique capabilities. You’ll reimagine the order management and returns experience to make it delightful and keep our members coming back to shop with us. You’ll manage and develop junior product managers to help drive the strategy. You’ll collaborate with cross-functional partners to create the best experience for our members and partners. You will be accountable for the post-purchase experience product performance. You’ll help make shopping magical for everyone.

We are open to hiring this role in Chicago, IL, New York City, Conshohocken, Pa or 100% remote. 

ABOUT WHAT YOU’LL DO  

• Create post-purchase experience vision 
• Partner with other CX product leaders to ensure a cohesive and best in class customer experience  
• Develop and empower junior product managers 
• Develop, communicate, and evangelize the post-purchase product strategy
• Lead CX post-purchase product performance management 
• Co-manage development, monitoring, and communication of post-purchase objectives and key results 
• Collaborate with sales and partner success to understand the gaps in the industry and promote our post-purchase experience and capabilities with our prospects and partners 
• Collaborate with marketing to develop the post-purchase communications strategy 
• Create and optimize the ShopRunner post-purchase journey and experience 
• Regularly present updates at the executive level and to relevant internal stakeholders

ABOUT WHAT WE’RE LOOKING FOR

• Product Experience. 7+ years of consumer product management experience with a proven track record of managing technology at scale. 
• Customer Champion.  You are obsessed with understanding the customer, and ultimately building and transforming a product that delivers customer value. 
• Industry Experience. You have ecommerce or marketplace experience. Bonus for retail and/or membership products. 
• Strong Communicator. You communicate clearly and persuasively in multiple mediums with peers, engineers, designers, stakeholders, senior leaders, and customers.  
• Management Experience. Experience growing and leading product teams. 
• Outcome Focused: Ability to define, monitor, and optimize KPIs that measure how our products perform. 
• Business Savvy. Hyper-focused on delivering and quantifying business impact. Familiarity with fundamental business frameworks and concepts. Ability to gain quick understanding of market drivers and competitive landscape. 
• Cross-Functional Player. You can work with diverse stakeholders to set expectations, report progress, and influence outcomes. 
• Bias for Action. You know how to make things happen.
• Comfort with Ambiguity & Change. You are excited about working in a startup environment and unfazed by the ambiguity and dynamic culture that come with it. You are excited about creating a vision and testing out new concepts to drive value for our partners

We want you to bring your whole human self to work every single day. We accept you for who you are and consider everyone on an equal opportunity basis without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.