Lead, Vendor Performance (Remote, EMEA)

Vendors are an important part of the Shopify ecosystem. Our vendor team is growing and we're looking for someone whose experience with BPO's and leadership will further enhance relationships between our vendors and Shopify.

We are currently looking for Vendor Performance Leads located anywhere in Europe, Asia-Pacific region, or Western USA.

The Vendor Performance Lead is responsible for all aspects of the vendor relationship including but not limited to driving performance, communication, implementing new initiatives, vendor contracts, invoicing as well as overall relationships between Shopify and vendor. The Vendor Performance Lead evaluates needs, and develops and distributes standard operating procedures that support business processes to ensure the Vendor is meeting Shopify standards while providing our Merchants with an overall well-rounded experience that helps them grow their business. The Vendor Performance Lead works with a vendor on merchant-impacting items, and develops action plans with vendors when contractual obligations aren't being met. The Vendor Performance Lead is the main point of contact between Shopify and the Vendor on all areas of Support including WFM, Training, Quality, Security, IT, and recruitment and has final accountability for overall Vendor performance.

Responsibilities:

• Overall accountability for Vendor meeting all KPI's and ensure contractual obligations are met while ensuring Merchants are receiving the best possible Support experience.
• Establish operational objectives and guide the infrastructure on how to achieve them, overseeing the quality of deliverables (by implementing and managing standard operating procedures).
• Meet regularly with stakeholders from Operations (site directors and operations leads) and communicate the needs of Shopify Support while maintaining a strong and collaborative relationship with vendors.
• Collaborate effectively and foster the relationships with touchpoint teams (Esc. Support, Support Leadership, WFP, QA, Training, Plus Leadership, etc.) between vendors and Shopify.
• Monitoring and reporting on data surrounding the success of SLOs, including coordinating with the data team for the creation of reports needed.
• Identify and improve on roadblocks and points of failure, iterating on the success and value in the process.
• Promote transparency and effective communication between Shopify and vendor support.
• Implement strategy and project manage new initiatives coming from Shopify or support.
• Acting as the point of escalations between vendor and Shopify. Process, deliver & track feedback.
• Responsible for invoicing and ensuring that charges are accurate and audited.

Qualifications

• Multiple years of experience managing teams in a BPO contact centre environment.
• Strong communication and analytical skills, including the ability to give direct, constructive feedback.
• Ability to change communication to suit the audience - have the right conversations at the right time with the right people.
• Ability to work autonomously but also collaborate and seek input with stakeholders across the org, but aware of when to seek input.
• Have an understanding of how to create and implement standards of process.
• The ability to work flexible hours.
• An eye for detail and a passion for problem-solving.

Bonus Experience:

• Post secondary education.
• Previous experience in managing vendors onshore and offshore.

Closing Date: This posting will close January 28, 2022(or once we have received enough applications).

You can expect to hear back from us within approximately 2-3 weeks after submitting your application.

Shopify is now permanently remote and working towards a future that is digital by default. Learn more about what this can mean for you.

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 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 2020 Sustainability Report to learn more about Shopify's commitments.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close 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.

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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