Project Manager, Professional Services

1 month ago

Canada Shopify Full time
About the role

The Delivery Manager within Shopify Professional Services works on unique projects primarily focused on external engagements with high-growth, high-volume merchants both new and currently on Shopify. We seek opportunities that push the boundaries of commerce and help reform the narrative of what is possible on Shopify through managing the delivery of projects that benefit merchants and demonstrate the power of our platform. We strive to engage with our internal stakeholders, Merchants and Partners to collaboratively run successful projects. We are more than achieving a defined list of results, we provide the connective glue that enables the various organization cultures to produce the best desired outcomes.

The projects we execute provide an amazing opportunity to extract learnings that we then bring internally to inform our product and engineering teams. A successful applicant should have a working understanding of different frameworks and methodologies to apply given a particular project dynamic. We want to constantly improve our craft, learning and incorporating lessons from previous projects is just as important as the projects we execute on.

Your responsibilities:
  • Own the successful, efficient onboarding of large merchants new to Shopify to the platform or portions of it.
  • Initiate, plan and execute on merchant engagement, including the tracking of internal resources.
  • Be positioned as the point of contact for merchants or their partners to connect with any cross functional team inside Shopify.
  • Management of projects within a portfolio from initiation to completion using industry best practices, using SDLC methodologies.
  • Responsibility for the coordination of internal teams and leadership to manage legal documents to initiate and manage project work. This includes MSAs, SOWs and other forms of documentation.
  • Ensure Merchant requirements are documented and adhered to throughout the course of the project, managing scope creep and stakeholder expectations.
  • Development and adjustments of project engagement methodologies through the use of our department's tools.
  • Perform clean escalations at the service of the projects' success.
  • Track relevant team capacity and resource allocation.
  • Provide project and ecommerce expertise through sharing Shopify best practices and industry trends.
  • Build relationships at multiple levels within merchant and partner's organization to fully understand their business and their approach to commerce innovation.
  • Leverage the merchant relationship to identify more growth opportunities inside the Shopify offerings.
  • Opportunistically help grow the service catalog to address potential unmet needs.
  • On occasion, assist with merchant or partner nurturing through partnering with the engagement team.
Requirements for the role:
  • A history of managing high value projects and delivering them on time.
  • Experience successfully managing cross functional projects and teams, particularly in software development and deployment.
  • Experience engaging with technical and non-technical merchant stakeholders to capture requirements and desired outcomes, while managing expectations.
  • Experienced in Agile and Scrum methodologies; PMP or PMI-ACP certification (or similar) is an asset, but not required.
  • Ability to manage project budgets and provide financial insights to project stakeholders.
  • Resource allocation expertise.
  • Exceptional writing and presentation skills to communicate merchant feedback for multiple audiences and all levels of leadership.
  • A consultative approach and application of flexible discovery techniques.
  • Proven ability to establish yourself as a trusted advisor who prioritizes the merchant experience.
  • Ability to manage multiple projects simultaneously alongside internal needs, such as development of documentation, templates and project delivery techniques.
  • Masterful organizational skills particularly when it comes to managing a variety of projects within a portfolio.
  • Thrive in a high impact, high performance environment.
  • Some potential travel throughout North America to on-site meetings.

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