Engineering Manager, Loop Returns
Support & Stability
$150-190k
This position is also eligible for an annual performance bonus expected to be 10% of your base salary + Equity
Exchange and returns platform for Shopify brands
Be an early applicant
Exchange and returns platform for Shopify brands
201-500 employees
Be an early applicant
$150-190k
This position is also eligible for an annual performance bonus expected to be 10% of your base salary + Equity
201-500 employees
Company mission
Loop Returns' mission is to make merchants successful while helping people become more mindful of how they consume by providing seamless product returnal, exchange, and logistics services.
Role
Who you are
- 3+ years of engineering management leadership experience, ideally including ownership of platform reliability, system health, or critical-domain code
- You've built or run a proactive stability or support program, not just responded to incidents and tickets as they came in
- You have experience distinguishing a one-off issue from a systemic one, and you've made the call to invest in a permanent fix instead of patching the symptom
- You use AI agents as a default part of how you and your team work, and you can describe specifically how that changed your team's output, not just that you tried it
- You're comfortable saying no. You can negotiate scope and ownership boundaries with other teams without damaging the relationship
- You have enough technical depth to review complex work in high-risk domains and to stay hands-on when the team needs you to be
- You've managed underperformance and recognized strong performers with clarity and consistency, and you know how to hold people accountable while building psychological safety
- You operate with intensity and hold a high bar for your own work and for the people around you. You give direct feedback, ask for help early, and respond to setbacks with ownership rather than withdrawal
- Strong experience with PHP/Laravel environments is a plus, but not required
What the job involves
- The Engineering Team at Loop is a balance of agility, consistency, and performance. These are the pillars that allow the team to constantly and consistently deliver value that matters to customers. That customer intimacy is what allows our engineering teams to be the best in our space, and bring the best ideas to the market
- Loop is looking for an Engineering Manager to lead our newly formed Support & Stability team. This team is the steward of the most critical, highest-risk domains in our application, and the first line of defense for engineering support
- You'll lead a team that measures everything, gets ahead of problems before they spread, and uses AI and automation as the default way to turn recurring support patterns into permanent fixes, not tickets closed one at a time
- Own stewardship of the application's highest-risk, highest-impact domain areas. Keep them clean, tested, and maintainable so other teams can build on top of them with confidence
- Build the measurement systems that tell you where risks live. Deployment frequency, days with commits, support ticket volume, and recurring failure patterns are your leading indicators. If you can't measure it, you can't protect it
- Prioritize root cause over volume. When a class of problem keeps showing up, your job is to make it go away permanently, not to keep closing tickets against it
- Lead your team's first-line triage of engineering support tickets. Own and resolve what you can, and route what you can't with the context already assembled so the receiving team isn't starting from zero
- Push your team to make AI agents the default starting point for domain maintenance and support triage, not an afterthought. Review AI-generated work with the same rigor you'd apply to any code
- Lead your team's AI adoption directly. Set the expectation clearly, give people support and time to build the skill, then hold them accountable
- Build and champion the skills, prompts, and automation that turn a recurring problem into something AI catches or fixes before a human has to
- Negotiate the boundaries of what your team owns versus what stays with the team that built it. Keep the scope tight and defensible
- Represent your team's perspective on system health and support trends back to product and engineering leadership, and make the case for stability work with the same rigor others bring to feature work
- Run the fundamentals of people management well. Clear expectations, regular high-quality 1:1s, direct feedback, and investment in your team's growth
- Maintain enough hands-on technical involvement to stay credible on the work your team does and to unblock them when it matters
Our take
Despite the convenience of shopping online, eCommerce brands face the significant challenge that customers are unable to try a product before they buy, and this ultimately leads to product returns. This can result in revenue and customer loss, complicated logistics, and customer dissatisfaction, problems that could be resolved by offering exchanges instead of returns.
Loop Returns provides an exchange and returns platform for Shopify brands, providing the logistic networks, automation tools, and analytics essential for facilitating seamless product exchanges. The company claims that its exchange-focused approach can help Shopify brands turn costly returns into new sales, increase customer satisfaction, and help brands contribute toward sustainable commerce.
Whilst the company will certainly face competition from alternative Shopify-integrated logistics providers, Loop Returns stands out with its unique approach of treating every product return as a potential exchange. In 2023, with substantial funding, Loop Returns released an app for Shopify merchants - Benchmarks - which acts as a refund comparison and analytics platform. Through this approach, the company claims that it can help brands save up to 50% of revenue on their returns, retain customers that would otherwise be lost, and prevent the wasting of products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2023
$50m
SERIES B
Jul 2021
$65m
SERIES B
Total funding: $125.5m
Company benefits
- Equity - We offer stock options as a strategy for investing in the success of our business and happiness of our team members. By offering stock options, all team members are owners and play an integral role in the long-term success of our business
- Health Insurance - We believe in taking care of your whole self, all the time. Your bases are covered with healthcare benefits–medical, dental, and vision insurance–and Loop helps with the premiums
- Flexible Paid Time Off - We have no limit on the amount of time off you can take. Use PTO to get away, move into a new place, celebrate your birthday, or whatever you need it for!
- Paid Parental Leave - We’re committed to supporting our team members during and after this significant life change. Loop offers 14 weeks of paid parental leave, plus an additional ramp-up period, so new parents can gradually transition back into their role
- Paid Holidays - 15 paid company holidays, including our very own holidays we call “Loop Days.”
- Paid Sick and Safe Leave - You’re not a machine, you’re a human—and you can only do your best work when you feel your best. Loop offers 2 weeks of paid Sick and Safe Leave to use if you are not feeling well, need to take care of a loved one, or need a mental health day
- Monthly Wellness Benefit - We value our employees' experience and support their quality of life outside work. Our wellness benefit includes reimbursements for both personal (physical/mental) and professional wellbeing
- Blended Working Environment - We believe you can do your best work when you have the flexibility to choose where and how you do it. Our Blended Working Environment is the ability to customize the way that you work through a combination of Employee Experiences (secluded, hub, office) and Work Modes (remote, hybrid, in-person). This includes a quarterly budget for use of a co-working space and budget to plan in-person or remote gatherings
- Home Workstation Benefit - We want you to be set up for success from day one, so we offer a one-time reimbursement for you to purchase or refresh anything for your work-from-home setup. We’ll also provide you with a Macbook, monitor, keyboard, and mouse
- Internet & Phone Benefit - We reimburse a portion of your phone or internet bill so you can stay connected and comfortable
Company HQ
Columbus, Ohio
Leadership
Jonathan Poma
(Founder & Board Director)Strategist at DYNAMIT from 2010 to 2013. Founder and CEO of Rocket Code from 2014 to 2018.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 2 more jobs at Loop Returns