Senior Product Manager — Strategic Initiatives (Post-Purchase Experience)
ShipMonk
About ShipMonk
ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.
Why ShipMonk?
We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.
● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.
Our values are the heart of our culture. We're looking for individuals who embody these principles every day.
● Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.
● People make ShipMonk: We believe in our team and invest in our people.
● Change the score: We challenge the status quo, constantly innovating and improving.
● Get sh*t done: We're a fast-paced, high-growth company that values action and results.
About the Role
ShipMonk is seeking a Senior Product Manager with a Startup Mindset. As the Strategic Initiatives Product Manager, you will own a portfolio of cross-functional, high-leverage bets within ShipMonk’s project portfolio. Your mandate is to identify outsized opportunities, drive build-vs-buy-vs-partner decisions, validate ROI, and scale winners to market—linking revenue, margin, and retention to measurable outcomes while maintaining a merchant-first experience.
Core Product Focus:
Post-Purchase Experience suite—think branded tracking, notifications, returns/exchanges, claims, and shipment insurance, delivered as multi-tenant SaaS for merchants. You’ll own the roadmap for products that reduce “Where Is My Order?” (WISMO) contacts, turn returns into repeat purchases, and give shoppers clear, branded, and reassuring post-purchase journeys.
You’ll partner closely with engineering, design, data, CX, sales, and ecommerce platforms—to build configurable products that scale globally and drive measurable outcomes for our merchants.
Desired Experience
- Bachelor’s degree or equivalent practical experience.
- 5+ years in product management (B2B2C SaaS), including end-to-end launch ownership.
- 2+ years building post-purchase, shipping/parcel tracking, returns/exchanges, claims, or other related experience in ecommerce..
- Familiarity with ecommerce platforms and carrier/3PL ecosystems (Shopify, BigCommerce, Magento, Amazon, UPS/FedEx/USPS/DHL APIs).
- Comfortable with data and systems: events/webhooks, REST/GraphQL APIs, analytics pipelines, experimentation/A-B testing.
Skills & Responsibilities
Startup Mindset: Operate with urgency and ownership in a fast-paced environment—bias to action, run lean experiments, and continually raise the quality bar.
KPI & Goal Setting: Establish and track product, operational, and adoption KPIs; set ambitious yet realistic goals and hold teams accountable to results.
Data-Driven Decisions: Use product analytics, operational data, and experimentation to prioritize initiatives, measure impact, and iterate toward quantified outcomes.
Cross-functional Collaboration: Partner with engineering, design, data, sales, CX, and operations to align on scope, sequencing, and adoption across a multi-tenant SaaS platform.
Customer Research: Conduct frequent merchant interviews and discovery sessions; synthesize insights into clear problem statements, hypotheses, and validated roadmaps.
PDLC Ownership: Lead the entire product lifecycle for post-purchase SaaS—from discovery and stakeholder alignment to development, testing, launch, and continuous improvement.
Ecosystem Integration: Own the strategy and execution for integrations across commerce, logistics, and support systems to ensure reliable, timely, and normalized post-purchase data flows.
Ecosystem Partnerships: Engage with merchants and external partners to identify opportunities to streamline post-purchase operations, reduce costs, and improve shopper outcomes.
Go-to-Market Enablement: Support GTM on packaging, rollout strategy, enablement, and merchant onboarding to accelerate time-to-value and drive adoption.
Roadmap Ownership: Define, maintain, and communicate a transparent roadmap tied to business goals, merchant value, and measurable success criteria.
ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.