Launch Engineering Team Lead

  • New York, NY, USA
  • Employees can work remotely
  • Full-time
  • Region: Americas
  • Department: Sales and Account Management

Company Description

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 North America where Shopify is hiring. Learn more here: https://www.shopify.com/careers/work-anywhere

Job Description

Customer Onboarding (referred to as Launch Engineering internally) is a core team within the Merchant Operations team at Shopify Plus, and is growing quickly with no intention of slowing down. To help support this team and our growth, we’re looking for someone to lead individual contributors who are working with merchants day-to-day. In this team lead role, you will report to Technology Services Lead, and will be working alongside the other two team leads.

Responsibilities:

  • Manage, lead, and most importantly, grow a team of up to 8-10 members

  • Oversee the day-to-day operations of Launch Engineering to ensure that Launch Engineers are able to perform efficiently and effectively

  • Participate in big picture strategy and goal setting for Launch Engineering and Shopify Plus as a whole

  • Be part of recruiting initiatives and play an important role in growing the Launch Engineering team as well as on-boarding new employees

  • Tackle tough escalations and make strategic decisions around credits and churn

Qualifications

Requirements for the role:

  • Experience managing and leading high-impact teams

  • Prior customer facing experience

  • Ability to handle customer escalations and navigate through difficult conversations

  • Mentoring and coaching direct reports and / or peers

  • Building out processes and best practices

  • Experience building a Shopify Store from start to finish

  • Knowledge of our app ecosystem and overall knowledge of our APIs

  • Working on projects to drive changes and/or efficiencies

  • Scaling a team at Shopify, or outside of Shopify

  • Bonus points if you have previous consulting or project management experience on the technology front

Additional Information

Closing date: Friday, June 25 at 11:59PM EDT. Successful candidates can expect to hear back from us by Friday July 9 at 11:59PM EDT

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly 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 2020 Sustainability Report to learn more about Shopify's commitments.

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