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Shared Merchant Success Team Lead (Remote, Americas - West)

Employer
Shopify
Location
United States
Closing date
4 Feb 2022

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Job Details

Shopify Plus makes enterprise commerce simple. We give high-growth, high-volume merchants the scalability, reliability and flexibility they need. Shopify Plus helps power commerce for companies like Tesla, RedBull, GE, L'Oreal, Mondelez, Kanye West, Subway, UPS and many more. We believe our merchants should love their commerce platform and we work hard to make that happen. We are in hyper-growth, and this is where you come in.

Our Shared Merchant Success team supports merchants to use the Shopify platform and ecosystem through a scaled 1 to many model. To do this, they reactively help merchants with strategy while also planning and running proactive interventions to support their growth.

As a Leader of this program, you will manage a team of Merchant Success Managers who are exclusively handling our Emerging Merchants, and work closely with the Global Program Manager and Plus Support Leadership. You and your team will be tasked with retaining our emerging merchant base and developing high quality merchant experience for this 1:many model. You will be responsible for your team's development, growth and performance.

Qualifications

Requirements for the role:
  • Experience managing and coaching a front-line team
  • A solutions-oriented mindset that can respond quickly and strategically to change; capable of coaching and motivating people
  • Relationship builder and a problem solver
  • Communication skills (both written and verbal)
  • Organizational and project management skills
  • Proven ability to analyze complex situations and develop action plans to lead a cross functional team to the key objectives
  • Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between MS and support teams
  • Ability to use data to drive better decisions

Your responsibilities will include:
  • Being knowledgeable of your team's total book of business, satisfaction, risk profiles, and efficacy of 1:many interventions
  • Keeping senior management informed of any issues affecting the overall health and risk of the program
  • Working closely with the Global Program Manager to improve the service offering
  • Serving as cross-functional leader - to ensure a unified, seamless merchant experience
  • Acting as a point of escalation and a coach to reduce the frequency of required escalations
  • Identifying areas of improvement for our merchants and make recommendations, advocating on behalf of merchants based on data, analytics and best practices
  • Being an effective teacher and mentor to develop and coach your team to excel and grow within their role while providing ongoing guidance and useful performance feedback.


We know that applying to a new role takes a lot of work and we truly value your time. This posting will close on February 4, 2022 at 11:59PM EST. Bianca is looking forward to reading your application.Successful candidates can expect to hear back from us by February 23, 2022.

To complete your application, please share the following in the "Message to the Hiring Manager" section:

We'd love to hear about your experience leading high impact teams remotely in 2-3 sentences. How have you kept your team engaged in a remote work environment? If you don't have experience with this, please share how you would approach engagement in a remote environment.

Shopify is now permanently remote, and working towards a future that is digital by default. Learn more about what this can mean for you: https://www.shopify.com/careers/work-anywhere

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: https://www.shopify.com/about/environment#SustainabilityReports

At Shopify, we understand that experience comes in many forms. We're dedicated to adding new perspectives to the team - so if your experience is this close to what we're looking for, please consider applying.

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

Company

With a comprehensive set of industry-leading tools, Shopify has helped over 1,000,000 people in 175 countries take control of where they take their businesses. Headquartered in Ottawa, Canada, Shopify has worked with brands like Unilever, Kylie Cosmetics, Allbirds and countless others that started with nothing but an idea, a passion, or a purpose. We build products that help entrepreneurs around the world start and grow their businesses. As a workplace, we challenge and support you to hone your craft and make an impact. Visit our careers page for opportunities: https://www.shopify.com/careers

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