Happy Returns, a UPS Company

• Own the design, implementation, delivery, and long-term maintainability of new features and systems using modern languages and frameworks such as Go, TypeScript, React, and PostgreSQL • Lead and contribute to system architecture discussions and technical design reviews to ensure our systems are scalable, reliable, secure, and maintainable • Proactively identify technical projects, process improvements, and advocate for burning down technical debt • Raise the engineering bar through thoughtful code reviews, clear technical feedback, and consistent application of clean code and testing practices • Mentor engineers through design discussions, pairing, documentation, code reviews, and knowledge-sharing sessions • Collaborate closely with Product Managers, DevOps, QA Engineers, and cross-functional stakeholders to translate business goals into simple, durable technical solutions • Use AI-assisted development tools thoughtfully to accelerate coding, debugging, testing, documentation, and design exploration while maintaining high standards for correctness, security, and maintainability • Own the health and stability of our systems through thoughtful testing, monitoring, debugging, observability, and production support

• Lead partner marketing programs across announcements, product launches, enablement, case studies, collateral, events, and partner communications • Create and maintain partner-facing materials including one-pagers, presentations, sales resources, training content, case studies, and 3PL collateral • Manage end-to-end case study development, including interviews, drafting, approvals, and promotion • Plan and support partner events and experiences including industry events, partner dinners, hub tours, customer visits, and retailer meetings • Support partner and retailer conversations through presentations, enablement materials, tours, and customer-facing content that communicate the value of Happy Returns • Build and manage partner training and enablement programs, including educational resources, scripts, and ongoing content updates • Lead ongoing improvements to the partner website and ensure content remains accurate, relevant, and up to date • Identify creative opportunities and channels to communicate partner updates, insights, and initiatives

• Constantly improve team productivity, refine agile processes, and create methods to increase efficiency. • Oversee the day-to-day operations of an engineering team (6-8 direct reports). • Lead the effort of recruiting new outstanding engineers. • Train new software engineers on our best practices, standards, culture, and policies. • Perform personnel management tasks including performance reviews, mentoring, and planning each direct report's career growth. • Actively participate in system architecture discussions and technical design reviews to ensure the scalability, reliability, and security of the Happy Returns system. • Enforce clean code and excellent coding practices by conducting thoughtful code reviews. • Actively participate in bi-weekly engineering lunch & learns to promote continuous growth and knowledge sharing. • Collaborate closely with Product Managers to meet and exceed customer needs in the simplest possible ways. • Help build and maintain a world-class technology system to achieve the mission of making returns beautiful for Shoppers, Retailers, and the Planet.

• Collaborate on and deploy cloud infrastructure on AWS using infrastructure-as-code (Terraform, Pulumi) that is secure, scalable, and highly available • Actively collaborate with software engineering to define infrastructure, build, release and deployment tooling • Collaborate with information security for requirements and integration with security and compliance tooling • Troubleshoot problems across a wide array of services and function areas • Build and maintain operational tools for deployment, monitoring, and analysis of AWS infrastructure and systems to ensure availability, performance, security, and scalability • Provide recommendations for architecture and process improvements • Help us build and maintain a world class technology system so we can achieve our mission of making returns beautiful for Shoppers, Retailers, and the Planet

• Work with Happy Returns internal teams (Marketing, Client Success, Onboarding, Tech etc.) to deliver winning solutions to clients • Collaborate with UPS internal teams (Customer Success and Sales) to strategize account plans and deliver a “one UPS” solution • Create sales strategies and unique value propositions and solutions for clients • Own and manage the entire sales cycle from prospecting through contract execution • Perform prospecting activities such as cold calling, attending tradeshows and networking • Build and manage a sales pipeline • Design and deliver sales proposals and presentations on product benefits and value proposition • Negotiate and execute client agreements • Follow up with clients regularly to ensure needs are being met and identify upsell opportunities • Maintain a database of clients, prospects, partners, and vendors • Stay current with company offerings and industry trends

• User Research: Conduct user research (interviews, usability testing, surveys) to understand customer, retailer, and operations pain points across the returns journey • Experience Design: Create wireframes, user flows, and high-fidelity designs to improve key product experiences across Happy Returns’ platform • Prototyping: Develop interactive prototypes to test and validate design concepts quickly • Cross-Functional Collaboration: Partner with Product, Engineering, and Operations to translate business requirements into intuitive user experiences • Design Systems: Contribute to and leverage existing design systems to ensure consistency and scalability across products • Data-Informed Design: Use qualitative and quantitative insights (user data, behavioral metrics) to inform design decisions and iterate on solutions

• Conduct competitive research on Happy Returns' primary competitor, including product experience, retailer implementations, and positioning • Place and complete test returns to document end-to-end user flows, drop-off experiences, and refund timelines • Analyze competitor's marketing presence across website, press, LinkedIn, and partner channels • Perform SEO and GEO research to understand how the competitor is discovered and communicated • Synthesize findings into a competitive analysis (e.g., SWOT, differentiators) • Build a competitive intelligence deck and present findings to internal stakeholders • Create internal sales enablement resources (e.g., one-pagers, training materials) • Recommend content ideas (blog topics, case studies, video concepts) to support marketing efforts

• Contribute to the development of features and improvements across our platform using technologies like TypeScript, React, Golang, Python, and AWS • Collaborate with engineers, product managers, and designers to bring ideas to life • Participate in code reviews, team discussions, and design sessions to learn engineering best practices • Write clean, maintainable, and well-tested code with guidance from mentors • Debug issues, write tests, and help improve system reliability and performance • Learn how scalable systems are built, including exposure to: APIs and backend services, Frontend applications (web and mobile), Databases (PostgreSQL, DynamoDB), Cloud infrastructure (AWS, serverless/Lambda) • Contribute to one or more of our teams: Logistics / hub software, Consumer products (Returnista iOS app, Returns Portal), Merchant & location dashboards

• Take ownership of the successful implementation and delivery of new features and projects using a variety of languages and frameworks such as Golang, Python, and PostgreSQL • Build and maintain data pipelines and tooling powering analytics, operational workflows, and product capabilities • Actively participate in architecture discussions and technical design reviews to ensure the scalability, reliability, and security of the Happy Returns system • Enforce clean code coding standards and excellent coding practices by conducting thoughtful code reviews and upholding a commitment to testing and maintainability • Learn from senior engineers, contribute to knowledge-sharing sessions, and continuously expand your technical and problem-solving skills as you grow into more complex projects • Partner with Product, Data, and other engineering teams to translate their needs into technical solutions • Use AI-assisted development tools to accelerate coding, debugging, testing, and documentation workflows • Support the health and stability of our systems through thoughtful testing monitoring, and debugging

• Own day-to-day performance of Return Bar locations, ensuring strong execution across key metrics • Develop and enhance performance tracking and reporting; proactively identify and address performance deviations • Serve as the primary point of contact for escalations from Hubs and CX/CSM • Establish feedback loops to ensure recurring issues are addressed through durable process or product improvements • Conduct regular Return Bar visits to assess execution and customer experience • Develop and standardize a repeatable framework for site visits and audits • Synthesize findings into actionable insights and share with internal teams and partners • Translate field insights into actionable recommendations that improve efficiency, accuracy, and partner experience