About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend's best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
About The Role
Our Growth & Sales teams hear something new from merchants every day: a coverage gap that cost us a deal, a feature our partners keep asking for, a trend in the data nobody has acted on yet. The way we win is by connecting those signals and turning them into something that will grow revenue for Extend and our merchant partners.
We are looking for a GTM Strategy & Program Manager to own that feedback loop for a portfolio of retail verticals. You will listen to what our merchant partners want and need, decide what is worth building, drive the right teams to build it in a scalable way, and make sure your Pod knows exactly how to sell it. Your success shows up in new deals won, existing partnerships grown, and stronger margins on both.
This is a role for someone who presents ideas without hesitation, can hold a room with leaders, and never settles for not knowing the answer.
What You’ll Do
- Own the feedback loop. Run a regular cadence with Sales, Growth and Analytics to pull together merchant feedback, win/loss reasons and performance data, and turn it into a clear, prioritized view of what we need to build to win more.
- Grow the top and bottom line. Find the opportunities that win new merchants and expand existing partnerships, and build the business case for each one in terms of revenue and margin impact.
- Turn merchant needs into scalable solutions. Listen to what our partners are asking for and shape it into products, features and program offerings that work across your verticals, not one-off custom builds.
- Run the project plan. Set scope, milestones and owners for every initiative, hold teams accountable to deadlines, and raise risks early when something starts to slip.
- Know exactly what is being built. Understand every feature well enough to explain how it works, who it is for and where its limits are, from requirements through launch.
- Enable your Pod. Equip your vertical Pod with the playbooks, talk tracks and training they need to sell and use each new feature, and track adoption after launch.
- Present with conviction. Pitch new ideas to cross-functional partners, executives and leadership, back your recommendations with data, and drive the decision.
- Go find the answer. When a question comes up that nobody can answer, dig into the data, the contracts or the market yourself and come back with the answer and a recommendation.
Required Qualifications
- Relevant experience. 5+ years in GTM Strategy, BizOps, or a similar cross-functional role at a fast-paced tech company.
- Ownership from idea to launch. You have taken an initiative from a customer or partner need through build, launch and enablement, and can point to the commercial results.
- Project management discipline. You run several initiatives in parallel, set realistic plans and keep cross-functional teams on deadline without being chased.
- Executive presence. You put ideas in front of people early and often, present to executives with conviction, and hold your ground when you have the data to back it up.
- A numbers-first mindset. Advanced Excel and strong analytical skills. You size opportunities, build models and root your recommendations in data.
- Relentless curiosity. You do not accept "we don't know" as an answer. You go dig it up and report back.
- An AI-native way of working. You already use AI tools like Claude to research, analyze and move faster, and you pick up new tools quickly.
Nice To Have
- SQL or BI tool experience
- Experience in retail, finance, or consulting
- Exposure to underwriting concepts like frequency, severity and loss ratio
Expected Pay Range: $125,000 - $135,000 per year salaried
*The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, job-related knowledge, skills and experience.
Extend does not provide immigration-related sponsorship for this role.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
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