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Operations - Revenue Operations - Post Sales Operations Lead
4 months ago
Overview
Our fast-paced ecommerce company, Shopify, is looking for a highly skilled and experienced Post-Sales Operations Lead to join our dynamic team. This role will help lead the strategy for the scaled merchant success team, as well as design and build processes, systems, and tooling to automate our merchant experiences where possible. You will have the opportunity to work closely with a team of high-level stakeholders, driving initiatives and strategies that support our rapidly growing customer base.
Responsibilities:
- Help define and execute on the Post-Sales strategy for our platform in the Shared segments, in close collaboration with cross-functional partners in the craft, product, launch engineering, sales teams, etc
- Design and implement processes to improve merchant experience through automation, setting clear KPIs, and monitoring craft performance.
- Collaborate closely with our Operations, Data, Enablement, Tool and Product teams to identify merchant success KPIs, monitor what is working, automate processes, and drive innovation for success.
- Utilize data and analytics to identify insights and trends to optimize our merchant success activities.
- Advocate for our organization's success with cross-functional teams, ensuring that the strategy and initiatives are well-understood and effective.
- Drive a culture of learning and growth, proactively identifying development opportunities and driving learning programs for both individuals and teams.
- Ability to balance between strategy, design and execution.
Qualifications:
- Minimum of 4 years of experience in merchant success leadership and/or operations roles.
- Proven ability in driving growth and optimizations through an operationally excellent merchant success or post-sale organization.
- Experience leading cross-functional teams and aligning processes.
- Strong communication skills and experience building relationships across all levels of an organization.
- Familiarity with Salesforce or a similar CRM platform, along with marketing automation platforms
- Strong analytical skills; able to utilize merchant data to draw insights and drive improvement.
Preferred Qualifications:
- Experience working in a SaaS or e-commerce organization.
- Strong experience designing and implementing incentive programs.
- Experience with project management methodologies, such as Six Sigma or Lean Six Sigma.
- Familiarity with e-commerce platform technologies.
