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' roadmaps.

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 synthesis and storytelling - turning complex research into clear, actionable recommendations that drive decisions, evidenced by a portfolio or work samples.
• Experience mentoring researchers and elevating a team's craft.
• Bachelor's or Master's in Human-Computer Interaction, Psychology, Cognitive Science, Design, or a related field - or equivalent practical experience.
• Thrives with full autonomy in a remote-first, distributed organization.
• Mandarin proficiency is strongly preferred.

• Great Place to Work Certified: We've been recognized for our inclusive, values-driven culture that celebrates diversity and collaboration.
• Innovative & Inclusive Culture: Started by our software engineer-turned-CEO, After Ship is built on curiosity, creativity, and…