Route

Product Manager

• Drive the vision, strategy, and execution for Route’s consumer checkout experience, owning the product roadmap end-to-end
• Own and provide clarity around key business and product performance metrics, including take rate, conversion rate, contribution margin, and overall checkout performance
• Lead a high-quality experimentation cadence by developing hypotheses, prioritizing tests, reviewing experiment design, and presenting learnings and recommendations to leadership
• Partner directly with enterprise merchants to understand integration needs, customer pain points, and opportunities to improve the checkout experience at scale
• Make thoughtful tradeoff decisions across revenue-generating initiatives, merchant requests, platform investments, and long-term product scalability
• Collaborate cross-functionally with Engineering, Analytics, Design, Sales, Marketing, and Executive leadership to prioritize and launch impactful product improvements
• Develop deep expertise in Route’s checkout and e-commerce ecosystem, continuously auditing the experience and advocating for both shoppers and merchants
• Write clear product requirements, rollout strategies, and documentation for both technical and non-technical audiences
• Operate with high ownership and urgency, navigating ambiguity, making decisions under pressure, and driving alignment across stakeholders with differing perspectives
• Translate merchant feedback, customer insights, and data into strategic roadmap decisions while balancing short-term opportunities with long-term product vision

Senior Product Manager

Backend Engineer

• Design, build, test, deploy, and maintain highly scalable backend services using Go.
• Own critical services supporting Package Protection, Returns Protection, Claims, Orders, Tracking, and Email Parsing.
• Design and evolve distributed systems and event-driven architectures that process high volumes of transactions reliably.
• Build and maintain REST and GraphQL APIs used by internal products, merchants, and external partners.
• Develop and improve integrations with merchant platforms, carriers, and third-party APIs.
• Optimize system performance, reliability, scalability, and observability across production services.
• Collaborate closely with Product Managers, Engineers, and cross-functional stakeholders to deliver impactful solutions.
• Mentor engineers through technical leadership, design reviews, and knowledge sharing.
• Participate in architectural decisions and continuously improve engineering standards and operational excellence.

Senior Core Backend Engineer

Customer Success Manager

• Own a portfolio of strategic e-commerce merchants across Route's Post-Purchase Platform.
• Manage the full customer lifecycle, including onboarding, adoption, renewals, retention, and contract negotiations.
• Monitor account health, renewal risk, and commercial performance to drive long-term merchant success.
• Identify growth opportunities and partner with Account Executives to expand merchant relationships.
• Support legacy contract migration efforts by transitioning merchants to standard commercial terms.
• Participate in executive sponsorship programs and facilitate engagement between Route leadership and key merchant stakeholders.
• Build trusted relationships through virtual and in-person customer engagement.

Sales

• Design and manage scalable compensation programs including base pay, commissions, bonuses, incentives, and SPIFs aligned to Route’s business goals.
• Lead administration and optimization of sales and customer success compensation plans, including modeling, forecasting, payouts, and performance analysis.
• Partner cross-functionally with Revenue Leadership, Finance, RevOps, HR, and Recruiting to support compensation strategy, budgeting, hiring, and retention initiatives.
• Conduct compensation benchmarking, analytics, and reporting to evaluate program effectiveness, market competitiveness, and pay equity.
• Own key compensation operations including merit cycles, bonus planning, commission rollouts, mid-year adjustments, and governance processes.
• Improve compensation systems, automation, and processes while maintaining a high level of accuracy, confidentiality, and operational excellence.

Sales Compensation Manager

• Define and execute Route's Customer Success strategy, ensuring merchants realize long-term value from their partnership with Route
• Lead, coach, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, growth, and customer obsession
• Own key business metrics, including net revenue retention, renewals, expansion opportunities, and overall portfolio health
• Build and scale customer success programs, playbooks, and engagement models that support merchants across a range of segments and needs
• Partner with Revenue Operations to establish the processes, tools, and reporting needed to drive efficient execution and informed decision-making
• Serve as the voice of the customer, translating merchant feedback into actionable insights for Product, Marketing, and Operations
• Collaborate closely with Sales, Onboarding, Product, and Revenue leaders to create a seamless customer experience and identify growth opportunities
• Represent Customer Success in strategic planning and leadership discussions, helping shape Route's broader revenue and retention strategy

Director of Customer Success

Technical Product Manager

• Own the team’s roadmap end-to-end across backend platform systems, APIs, and data infrastructure, balancing reliability, platform enablement, and new capability development.
• Partner closely with engineering leadership to shape architectural direction, including API design, schema governance, and event-driven system patterns.
• Drive prioritization across cross-functional platform requests, helping establish scalable, durable solutions rather than one-off implementations.
• Collaborate with data and analytics teams to support warehouse and infrastructure needs, including decisions around event structures, identifiers, and data emission strategy.
• Lead product coordination during incident response, helping drive prioritization and decision-making when critical systems are impacted.
• Create clear technical documentation, including PRDs and architectural decision records, to support long-term system scalability and maintainability.
• Translate complex technical concepts and platform investments into clear business impact for cross-functional and executive stakeholders.
• Navigate complex tradeoffs across scalability, speed, reliability, and long-term platform health in a fast-moving environment.
• Contribute to a collaborative team culture through thoughtful communication, strong technical judgment, and a long-term mindset focused on building sustainable systems.