Company Description
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 $500 billion in sales for millions of merchants in 175 countries. Every 28 seconds, an entrepreneur on Shopify makes their first sale.
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 you
Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.
Before you apply, consider if you can:
- Care deeply about what you do and about making commerce better for everyone
- Excel by seeking professional and personal hypergrowth
- Keep up with an unrelenting pace (the week, not the quarter)
- Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
- Bring critical thought and opinion — and embrace differences and disagreement to get shit done and move forward
- Work digital-first for your daily work
Job Description
The Retail Launch Consultant team is an invaluable partner to Shopify's retail merchants launching on the Shopify platform. As a people lead for Large Retail Launch, your focus will be on our rapidly growing and maturing retail merchants launching in North America. The Retail Launch Lead is responsible for the performance and scaling of the Large Retail Launch Consultant team, and ensuring their effectiveness in supporting Shopify’s retail merchants and partners. We’re building the future of Large Retail Launch and this role will be critical to exceeding our ambitious goals!
Responsibilities:
- Manage, lead, and most importantly, grow a team of up to 8-10 members
- Coach Launch Consultants in merchant-facing calls and in proactively managing their book of business to drive merchant satisfaction and product adoption
- Oversee the day-to-day operations of Launch Consulting to ensure that Launch Consultants are able to perform efficiently and effectively
- Report on team performance and draw trends to contribute to strategic business decisions and goal setting for Launch Consulting, Shopify POS, and Shopify Plus as a whole
- Partner with cross-functional teams, such as new business and cross-sell Sales, Merchant Success, Support, Product, Partner Management, to ensure our merchants are well taken care of and our merchant journey is a smooth and efficient as possible
- Possess a deep understanding of the retail industry and understands how it solves our merchant’s pain points and enables them to scale and grow their business
- Be part of recruiting initiatives and play an important role in growing the Retail Launch Consulting team as well as on-boarding new employees
- Tackle tough escalations and make strategic decisions around credits and churn
- Help inform enablement, operations, and program roadmaps based on the needs of our front line teams
Qualifications
- Experience managing, leading and scaling high-impact teams
- Prior customer-facing experience with retail implementation
- Strong project management and experience collaborating with cross functional teams.
- Ability to handle customer escalations and navigate through difficult conversations
- Mentoring and coaching direct reports and / or peers
- Building out processes and best practices
- Working on projects to drive changes and/or efficiencies
- Bonus points if you have previous consulting or project management experience in the technology space
Nice to haves include:
- Experience with implementing Shopify Retail POS from start to finish
- Knowledge of our retail app ecosystem and overall knowledge of our retail APIs
- Previous consulting or project management experience in the technology space
Additional Information
We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. We look forward to hearing your response to the prompt associated with your application!
#LI-KO3 #LI-REMOTE #LI-AH1
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.
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.