Lead, Policy Operations (Money Products)

REMOTE - AMERICAS- FULL TIME

About the team:
Within the Shopify Trust Team, the Trust & Safety Team is committed to making commerce better for everyone. From shaping and enforcing policy, preventing and addressing bad actors, handling online content concerns, and helping develop cutting-edge tooling to scale and streamline complex workflows, our work is challenging, varied and constantly evolving.

The Policy Operations (Money Products) team is responsible for overseeing Shopify's money product supportability related policies and procedures in order to identify and offboard non supportable merchants as well as mitigate loss, all while supporting the growth of legitimate businesses on our platform.

We're looking to add a Lead to our Policy Operations (Money Products) team. Among other things this role involves:

• Leading a team of Policy Operations Specialists
• Ensuring that playbooks and processes are accurately and consistently applied
• Onboarding and training Policy Operations Specialists
• Conducting quality assurance for the team
• Coaching and developing team members
• Collaborating with other leads to find opportunities to help the team move faster and do their work more effectively
• Providing guidance on escalated issues
• Acting as a subject matter expert with respect to current money product compliance processes
• Doing money product supportability reviews alongside the team when needed

About you
To be successful on the Trust & Safety team you must be a quick learner who is able to understand and apply complex concepts and processes in a fast-paced environment with minimal supervision. We need people who are skilled multi-taskers, who can keep track of multiple issues as they progress. You need to take the work seriously, but not take yourself too seriously. You also need to be comfortable with being uncomfortable, manage others' expectations, and have a generally optimistic outlook.

Real talk: Our unofficial team motto is "no task too small". You need to be a heavy lifter and a great team player. Our super smart, dedicated and highly-engaged team members are always willing to jump in and help out regardless of the task.

Qualifications

A successful candidate will:

• Have demonstrated leadership skills
• Be familiar with the Shopify Payments Terms of Service and the Acceptable Use Policy
• Have an understanding of the BRAM/GBPP rules and commitment to staying on top of emerging trends
• Have strong organizational and time management skills
• Be comfortable working in a fast paced environment
• Be able to confidently make potentially business-impacting decisions
• Be adept at processing a high volume of tickets/tasks
• Be very detail-oriented and methodical
• Excel at multitasking
• Have great communication skills
• Be able to appropriately identify and handle confidential and sensitive information
• Possess strong analytical and critical thinking skills
• Be able to quickly learn the nuances of Risk Operations at Shopify
• Be able to thrive on change

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is thisclose to what we're looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is thisclose to what we're looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

How to Apply:
We know that applying to a new role takes a lot of work and we truly value your time. We'd love to hear about a time in any of your current or past roles when you helped make an operational process or system better and more efficient. Please respond in the "Notes to the Hiring Manager" section of the application.

This posting will close on Monday, January 31stat noon EST.

#LI-KO5 #LI-REMOTE

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