User Researcher

After Ship, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, After Ship is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants.

After Ship unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system---giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, After Ship enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experience, and unlock incremental revenue at every post-purchase touchpoint.

After Ship integrates seamlessly with eCommerce platforms including Shopify and Tik Tok Shop, and connects with more than 1,400 carriers worldwide. Today, over 20,000 businesses---including Samsung, Gymshark, Mejuri, Dr. Squatch, and Alo Yoga---rely on After Ship to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases.

Built for a global market from day one, After Ship operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide.

As a Staff User Researcher, you’ll set and own the research agenda across multiple After Ship product areas and systems, shaping post-purchase strategy at the organizational level. You’ll proactively identify the questions and new opportunities that matter most and translate findings into a product and business perspective that leadership acts on. You’ll also raise the bar for the research function as a whole: setting quality standards, mentoring researchers, and providing input into others’ roadmap.

You’ll partner with cross-functional leadership across Product, Design, Product Marketing, Engineering, and Data, and report to the Manager of User Research. This is a remote position, with a preference for candidates in the United States. This role requires collaboration with teams located in Asia and Europe, which may require working outside of regular business hours 2-3 times/week.

• Identify, prioritize, lead, and execute on research that generates insights to inform product strategy across the company --- leading your own roadmap independently and helping shape the broader team’s.
• Define, design, execute, and socialize a range of research studies that build a strong understanding of existing and future merchants and shoppers, and their experiences around the world.
• Partner with cross-functional teams --- Product, Design, Data Science, Engineering, and Product Marketing --- to proactively develop research initiatives.
• Translate research into a product and business perspective, and align cross-functional leadership --- including Directors and VPs --- on key strategic questions across domains.
• Set the quality standard for the research team: mentor researchers, build repeatable practices, and serve as a subject-matter expert.
• Identify best practices in existing and emerging research methodologies.
• Proactively identify new areas of user and business opportunity.

• 8 years of applied UX/user research experience, including leading research across multiple product areas or a business domain (SaaS and/or e-commerce a plus).
• Proven ability to lead research strategy and roadmap independently.
• Deep, comprehensive expertise across qualitative and quantitative methods; recognized as a subject-matter expert who can set standards for others.
• A track record of influencing at the executive level and aligning leadership on strategic questions.
• Strong…