Strategic Specialist, Partner Governance

Company Description

At Shopify, we build products that help entrepreneurs around the world start and grow their business. We’re the world’s fastest growing commerce platform with millions of Merchants, with solutions from point-of-sale and online commerce to financial, shipping logistics and marketing.

Shopify’s mission is to make commerce better for everyone. From building a new product feature for our commerce platform, to helping a merchant troubleshoot an issue over the phone, we want to empower our ecosystem through our work.

Having a unified vision, a north star, is vitally important to ensure that we are all headed in the same direction. No matter the size or experience, we want to power every merchant’s experience. **This** is why we’re all here.

Shopify is now permanently remote, and we’re working towards a future that is digital by design. That location you see above? Consider it merely an example of hundreds of potential locations across Canada where Shopify is hiring. Learn more here.

**Job Description**:
Partner governance has an incredibly important job of reducing or removing potential, new and ongoing abuse, misuse and fraud from within our ecosystem. The Partner Governance team enables the growth of a healthy and competitive Partner ecosystem through policy definition, violation detection, and enforcement. We collaborate with a multidisciplinary team of developers, product managers, lawyers, content strategists, user researchers, marketers, and data scientists to deliver the best possible experience for both our partners and merchants.

OK, so what does a Strategic Specialist on the Partner Governance team do exactly? You will help to govern our partner ecosystem by investigating and actioning partner infractions across all Marketplaces (App Store, Theme Store and Experts Marketplace). When new patterns of abuse arise you’ll champion initiatives across disciplines and product/service lines to gain alignment on our approach and coordinate cross-functional teams to address the infraction. You’ll help to create visibility across our Ecosystem PL on all things governance and share these learnings with our analysts and program managers so they can advocate for product solutions.

This role is a great opportunity to make a significant impact on a growing team.

**Here’s what you’ll be responsible for**:

- Major & Critical Infractions: Lead the charge to investigate and address major and critical reports of violations within our ecosystem & communicate outcomes to our partner community.
- Critical Incident Response: Work with marketing, PR, legal and other technical teams across Shopify to investigate, promptly mitigate merchant risk, and communicate outcomes to our partners; this includes participating in a Partner Governance On-call rotation (24/7 365).
- Making hard decisions about enforcing rules when there may be real, negative consequences to a company or individual’s success, often in time-sensitive scenarios.
- Gaining alignment on precedent setting cases amongst cross-functional teams within Shopify, including Product, Marketing, Support, Partnerships, Legal and Leadership.
- Drafting communications, tailoring the context of the conversation to both internal and client facing audiences.

**Qualifications**:

- 1+ years experience in a similar role investigating and actioning TOS violations within the Fraud, Risk, Security, Governance or Trust and Safety space.
- Organizational and time management skills: Experience thriving in time-sensitive, ambiguous, high-pressure situations with tight deadlines. You demonstrate flexibility as workloads and complexity fluctuate with mínimal supervision.
- Exceptional written and oral communication skills: This means you have the ability to communicate with a wide variety of audiences about complex situations using plain language.
- Moderately technical: There’s a lot of vernacular and processes where some technical aptitude is beneficial.
- Ability to recognize and understand multiple perspectives in a situation without getting blocked by analysis paralysis.
- Growth mindset: You're agile, resourceful, and willing to continuously challenge yourself to learn and grow. Curiosity for digging into how technical systems, services and infrastructure work to answer targeted questions on abuse and fraud.
- High level understanding of Shopify’s partner ecosystem.

**Bonus Experience**
- Experience defining and enforcing rules for large groups of people.
- Technical: Proficient in SQL, Mode, and Splunk.
- Security investigation and diagnostic skills.

Additional Information

Shopify is now permanently remote and working towards a future that is digital by default. Learn more about what this can mean for you.

LI-KM7 #LI-REMOTE
- 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 a