Key Account Manager - Shopify Fulfillment Network

United States
16 Apr 2021
24 Apr 2021
We're looking for a Key Account Manager (note: we call them Fulfillment Merchant Managers) who will focus on fulfillment, logistics, and e-commerce operations. If you've led fulfillment & operations for a consumer goods brand, are well-versed in shipping and inventory management, and can use your interpersonal skills to develop strong relationships with merchants utilizing the Shopify Fulfillment Network (SFN), then we want to hear from you. Please note that this is a remote role, but you must be within the United States or Canada.

This is the sort of thing you'll be responsible for:
  • Understanding the merchant, their vision and business as well as their goals and expectations for SFN. You'll manage their SFN account and amplify their experience
  • Helping to build strong relationships with merchants and their teams
  • Coaching merchants to grow their business by partnering with them on goal development, and providing tailored and structured recommendations to achieve those goals.
  • Identifying areas for improvement, including opportunities for product adoption and implementing new SFN features; recommending ways to best utilize SFN's solutions
  • Partnering with internal Shopify teams to advocate for merchants' needs and requests. Think working on technical issues with Shopify's escalated Support teams as an example of this.
  • Demonstrating an in-depth understanding of industry trends and how they could apply to the merchants you work with


You'll need to have:
  • Experience in a senior operations-type role within a consumer goods or e-commerce brand. You have ideally been on the 'merchant side.'
  • Experience in various fulfillment functions (i.e. allocation, order fulfillment, returns processing, inventory management, etc.) You're no stranger to packing slips, label printing, bin locations, or pallets.
  • Experience working with multiple stakeholders. Relationship management is your secret weapon when advocating for the merchant.
  • Understanding of e-commerce best practices. You'll be the merchant's main point of contact for all big-picture support.
  • Knowledge of the e-commerce ecosystem. There are many moving parts and you need to see how they fit together in the best possible way.
  • Excellent verbal and written communication skills, and a relentless attention to detail.
  • Data driven approach to managing operations performance.
  • A passion for commerce. Maybe you've even built a store for a friend, or run your own business?

It would be truly awesome if you also had:
  • A deep understanding of the Shopify platform.
  • Experience running your own business. You know what it means to be an entrepreneur and can share your learnings with our merchants.
  • Exposure to fulfillment industry trends and requirements (Barcoding, custom packaging, Peak planning, etc)

OK, are you excited to apply?Awesome.We know that applying to a new role takes a lot of work and we truly value your time. If you'd like to include a message to the recruiting team, please address it to Paul.

We'd also like you to tell us about your experience working in a WMS or order fulfillment software. Which one, and what would you do to improve it?

Finally, at Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

This role will close to applications at 12.01am on Saturday, April 24.

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