Director of Work Experience, Workspace Operations - (Remote, Americas)

Recruiter
Shopify
Location
Canada
Posted
24 Sep 2021
Closes
05 Oct 2021
Ref
3f75bc46b747
Function
Technology
The Workspace Operations (WO) team connects Shopify employees to the mission and each other through a simple and inclusive work experience. Shopify employees, or Shopifolk, are our customers. Our ‘work experience' is spread across 2 different environments:
  • Digital experience - whether working from an apartment, a cottage, or while traveling, we support Shopifolk by providing productive and flexible setups
  • IRL experience
    • Connecting digitally with your teammates every day needs to be offset with occasional,employee gatherings. We support this by providing logistical, experiential, and operational support
    • Some employees have physical requirements to get their jobs done, so we ensure these are cared for too

To make this all happen, we currently have four WO subteams: Real Estate, Onsite Operations / Internal Solutions, Technical Infrastructure, and Project Operations. These teams are experts in their craft and deliver the solutions that our customers need. To complement these workstreams, we're looking for a cross-functional director to focus on the collective output of WO to ensure our various programs and offerings are adding up to the intended experience. You'll be each employee's biggest work experience advocate.

We're looking for someone obsessed with creating an incredible work experience, someone not shy to push the envelope, and someone with a background in leading diverse teams, relationship building, strategic thinking, and customer service.

Here are some examples of what you would be responsible for:
  • Advocating for our users across all WO projects and teams (deeply understanding WO programs and metrics and their intended impact, participating in team meetings, etc.)
  • Being the first point-of-contact for work experience concerns and ideas from key stakeholders
  • Brainstorming and developing scalable strategies for work experience customer support; we don't have a playbook here, you'll be writing one
    • Thinking about all aspects of the customer interface (could include a Bursting app, digital front desk, etc.)
    • May include leading a cross-functional User Support team
  • Developing, designing, and implementing a strong feedback loop for our users
    • Includes liaising with our users to garner important feedback to then cascade to our teams
  • Working closely alongside our WO senior leadership teams to refine and optimize our work experience offering
    • Reporting to the senior leadership team on work experience progress and pain points
  • Ensuring a seamless customer service integration with our onsite operations team
  • Analyzing our departmental offerings and making business recommendations (alongside Director of Planning + Projects)
    • Providing guidance on high level project prioritization across the department
  • And more. Our work experience is not stagnant, it will continue to evolve, and as a key leader on the WO team you may be asked to pivot your attention to other areas as needed


Qualifications

  • Confidence in advocating for our user needs, but ready to disagree and commit to a path forward
  • Particularly skilled at building high trust relationships quickly
  • Forward thinking and innovative: able to anticipate the future needs of the team and courageous in evolving programming as needed
  • Proactivity and assertiveness, with a clear understanding of what needs to be done next
  • Outcome-focused
  • Known for leading with integrity and being additive to workspace culture
  • Energized by challenges; able to thrive in complexity and ambiguity
  • An excellent and proactive communicator (written and verbal); able to ‘hold the room', facilitate, and bring stakeholders along
  • Consistently showcase a high degree of autonomy and dependability
  • Ability to think critically, have difficult conversations where needed


That's it! If you're interested in helping us shape the future of commerce, consider applying! Make sure to address your cover letter to Michael.

Closing date: October 4th at 11:59pm EST. You can expect to hear back from us (regardless of outcome) within two weeks of the closing date.

Our belief is that a strong commitment to diversity & inclusion enables us to truly make commerce better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Please take a look at our Sustainability Reports to learn more about Shopify's commitments to our communities, and our planet.

How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
Learn more about our hiring process

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