Program Manager, Merchant Strategy & Operations

About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. Since 2006, we’ve grown to over 10,000 employees and generated over $496 billion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About The Role
The Program Manager, Merchant Strategy & Operations is responsible for supporting strategic initiatives across Core and Commercial teams at Shopify that are heavily focused on our merchants. This role helps coordinate efforts to ensure that alignment is maintained across all teams, and the teams have what they need to successfully deliver the goals of the program. The ideal candidate thrives in an ambiguous environment with competing priorities and will not hesitate to roll-up their sleeves to get the job done. In this role, you will engage with a variety of internal teams along with our Merchants, and Partners.
Responsibilities:

• Build and develop relationships with key stakeholders to improve efficiency, and effectiveness.
• Understand blind spots, identify and escalate risks across projects to leadership.
• Hold merchants accountable for migration progress.
• Act as the primary point of contact for all merchant questions related to the migration.
• Forecast and track in flight deliverables to align with overall program objectives.
• Hold internal teams accountable for merchant requirements (product questions, technical questions, solutions, workaround, etc.).
• Support all areas of the business as needed to benefit the program.
• Work directly with our merchants and partners to help facilitate migrations.
• Gather and share merchant feedback with stakeholders.
• Maintain regular contact with all merchants while keeping internal merchant success teams informed.

Qualifications

• An outgoing personality with strong interpersonal skills - you can interact with diverse technical and non-technical groups
• Ability to iterate based on feedback quickly without hesitation
• Ability to exercise good judgment and decision-making abilities
• Ability to be self driven and proactive while navigating through ambiguity and complexity
• Comfort working in a fast paced, ever changing team environment; open to change and experimentation
• Exceptional writing skills - able to create and massage messaging for technical and non-technical stakeholders
• Effective communicator with strong listening and discovery skills
• Demonstrated ability to think both strategically and tactically when prioritizing or solving issues
• Experience executing and operationalizing highly dependent strategic initiatives, creating order out of chaos
• Some commercial or account management experience (nice to have)
• Strong attention to detail - can collect, document, and articulate project meetings, decisions, requirements, and organizational nuances
• Platform knowledge and understanding of how merchants use Shopify (nice to have)

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