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Performance Excellence Lead, Support Operations

Shopify· Support
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Remotefull-timePosted 2w ago

About the role

Independent contributor role in Shopify's Performance Excellence team within Support Operations. Drives high-performance expectations for Support Delivery and merchant experience, delivering fixes in fast cycles and owning outcomes from problem framing to live solutions.

Responsibilities

  • Own a clear point of view on high performance in Support Delivery and merchant experience, and translate it into measurable targets.
  • Assemble and drive work in 6-week sprints: scope the outcome, pull in the right people, and deliver with urgency.
  • Turn support and operational data into decisions: find where merchant experience is breaking down, quantify the opportunity, and prioritize accordingly.
  • Use AI tooling to compress your own workflow and to design faster, smarter ways for the team to work.
  • Balance a light strategic frame with strong tactical execution: you set direction, but you're measured on what actually ships.
  • Partner closely with Support Delivery as your primary stakeholders to align on priorities and outcomes.
  • Build frameworks and playbooks that the broader support team actually uses: your solutions should make everyone better, not just the people you work with directly.
  • Carry merchant evidence into wider org conversations: use what you're seeing in support data to inform product and operational decisions beyond your immediate team.

Qualifications

  • A strong instinct for what an excellent merchant support experience looks like, and the ability to build a deep understanding of performance in a support delivery organization quickly.
  • Strong stakeholder management: the ability to translate vision and garner buy-in, while working with stakeholders to understand the business realities at play.
  • Excellent project management: proven ability to stand up a team quickly, run tight sprints, and land outcomes on short timelines.
  • Strong data and analytical skills: comfortable working directly with data to find, size, and defend priorities.
  • Demonstrable experience leveraging AI to do your work faster and better, with concrete examples of the impact.
  • An understanding of what good coaching looks like in a support context; ability to run certification programs and translate a framework into something people actually use.
  • A bias for action and the people skills to get others moving with you.
  • A track record of building solutions others adopt, not just fixing what's in front of you, but establishing the standard others follow.
  • The ability to transfer what you know through documentation, coaching, or modelling. You make the people around you sharper.
  • Clear, direct written communication: you write to get decisions made, not to cover yourself.

Skills

Required:High-performance in support deliveryStakeholder managementProject managementData analysisAI tooling usageDocumentation and knowledge transferClear written communication
Nice to have:Coaching / certification programs
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Shopify

Dream big, build fast, and grow far on Shopify.

Shopify is the leading all-in-one commerce platform for businesses, offering tools to manage every part of your business, from online store to in-person sales and global expansion.

ecommerceplatformonline storeretailglobal
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