We are Route

Buying stuff online can get messy once you hit that “order” button. Managing dozens carrier tracking links, dealing with lost or damaged packages, and resolving issues with customer support can feel like a wild goose chase. That’s why we created Route — to make the post-purchase experience for consumers like you, and the brands you love, as seamless as possible. 

Route is on a mission to connect the world’s commerce. Through our network of +5 million Route App users and 15,000 merchants, we’re making it easier than ever for consumers to track, insure, and discover their favorite products in one place — which connects the world’s coolest direct-to-consumer brands to happy repeat customers.

Since Route launched in 2018, we’ve been on a journey to build innovative products that empower our customers, all while fostering a people-first, values-driven company culture. We’re looking for talented people across the ecommerce space to join us on the next steps of this adventure.

Don’t just take our word for it! Discover what life at Route has to offer. 

The Team: 

The IT team is the backbone of Route. We provide essential tools and support that keeps the company running smoothly and effectively, ensuring that our technology is optimized to meet the demands of the business. We’re a crucial part of Route’s success, providing the tools and support necessary to ensure that we are always operating at our best. You’ll play a key role in driving innovation, managing the roadmap for the team, and fostering a culture of collaboration and continuous improvement.

The Opportunity: 

We are looking for an IT Manager who is highly organized, a self-starter with excellent attention to detail that will support Route’s employee base. You will lead the system administration and help desk support teams in providing the tools, infrastructure, software, and computers Route employees need to get their jobs done.

As an IT Manager, you are responsible for overall planning, execution, and ongoing support and implementation of both physical and virtual technology within Route, including recommending practical solutions, implementing best practices, creating policies and procedures, managing the IT budget, and leading organization-wide efforts to improve effective use of technology to ensure current and future needs and providing strategic IT input to senior leadership.

What you’ll do: 

• Oversee Helpdesk operations and report on service metrics, service level agreements, and manage areas of improvement
• Oversee System Administration operations. Ensure deployed software is appropriate for Route. Manage demos, trials, deployment, maintenance,  and spin down of software
• Manage procurement of laptop hardware, facilitate repairs, and ensure hardware fleet meets employee needs and the budget
• Own the IT resources aspect of onboarding, role change, and off boarding process at Route. Ensure employee IT access is provisioned, updated, and removed accordingly
• Ensure security patches and vulnerabilities are mitigated in a timely manner
• Facilitate team member learning & development, both for members of the IT team and the Route employee base
• Work to ensure any and all interaction with IT is a positive employee experience, and implement one touch resolutions whenever possible
• Responsible for Route office(s) A/V needs for meetings and team gatherings
• Oversee team member KPIs, schedules, compensation, and merit opportunities
• Ability to shuffle multiple inbound requests and prioritize efforts effectively across the teams
• Ensure IT operations are in compliance with existing certifications and new certifications Route pursues
• Manage office facility networking and uptime
• Maintain positive relationships with company and department leadership. Help each department deploy and manage software to meet their team needs and project manage changes
• Participate in annual certifications and customer or vendor audits. Identify process improvements and help resolve audit findings
• Manage the IT budget, ensure software is appropriately priced and forecasted each fiscal year. Propose updates to the budget.
• Provide strategy and recommendations to senior management for IT implementation projects and department growth and vision

What we are looking for:

• 5+ years of experience in IT project administration and desktop\help desk support
• 1+ years in an IT Support Leadership role
• Strong customer service and positive customer experience skills
• Understanding of Apple MacOS and MDM platforms used to centrally manage a distributed environment. Jamf specific experience is a plus.
• Familiar with SAML 2.0, OpenID Connect, and SCIM configurations, as well as automating user system lifecycle access using APIs and serverless code. Okta specific experience is a plus.
• Email and file storage experience, best practice knowledge of Google WorkSpace configuration is a plus.
• Strong knowledge of wired and wireless networking frameworks, as well as conference room A/V technologies that support hybrid in office and remote meetings. Zoom Video conferencing and Zoom Room specific experience is a plus.

Pay Transparency:  

Salary for this role: $162,000 – $175,000 + Bonus (depending on experience) 

The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Route’s bonus plan for eligible roles. In addition to cash compensation, all Route employees are eligible to participate in Routes equity incentive plan to receive stock options per the terms of the agreement. Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.

Total Rewards:

We know our team works best when everyone feels happy, healthy, and supported. We offer to pay 100% of your health insurance premiums on a $0 deductible plan for you and your family, remote or hybrid work arrangements, unlimited PTO, 401k matching, formalized growth opportunities, learning & development, DEI programs & events, and so much more.

Equal opportunity for all:

Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.