Performance Excellence Lead, Support Operations

Shopify's mission is to make commerce better for everyone. The Performance Excellence team sits within Support Operations and plays a direct role in that mission by holding a high bar for what an excellent merchant support experience looks like, and then actually moving the needle toward it. We operate like a product build team: small, focused, and shipping in fast cycles.
About the roleThis is an individual contributor, hands-on, outcomes-first role for someone who is equally comfortable reading the data, framing the problem, and rallying people to ship the fix in weeks, not quarters. Our stakeholders are Support Delivery, and the person in this seat doesn't hand off recommendations and hope someone acts on them, they carry the issue all the way to a fix that's live and holding.
There's real room here to shape how support performs at Shopify, and to be the one accountable for whether it actually gets better.
What you'll doOwn 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.
What you'll bringA 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. Comfortable challenging how things have always been done when the evidence points to a better path.
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.
About the discipline
Support at ShopifyEvery discipline at Shopify works close to real merchant problems. You'll join a team that owns meaningful scope, ships to a high bar, and helps millions of entrepreneurs start, run, and scale their businesses.
Growth and rewards
Mastery-matched compensation.~MasteryAt Shopify, getting better at your craft and increasing your impact is how you grow. Twice a year, we assess both in our ~Mastery cycle, Shopify's performance review. Achieving higher ~Mastery is a promotion, and when you earn a promotion your total rewards grow with it. Crafter and manager are equal paths, so you can pursue excellence in the craft you’re best at.
Total RewardsWith Flex Comp, your Rewards Wallet gives you agency over your compensation mix. Adjust your mix of cash, restricted share units, and stock options (including programs like Long-Term Equity)* to where it makes sense for you, and mix it up anytime as life and priorities change. Buying a house? Want more skin in the game? Just experimenting? It's your call.
* Flex Comp program offerings vary based on location, role, and employment type. Full details are set out in our Terms & Conditions and related plan documents.
Built for real life
Room for the rest of your life.Flexible work, remote by designA flexible vacation policy means most Shopifolk can take the vacation days they feel they need to recharge.
If a change of everyday scenery is more your jam, Destination 90 means you can work from (almost) anywhere in the world for 90 days of the year.
Your setupYour battlestation is your home base. Request the desk, chair, and AV gear you need to get shit done.
You need 'em, we've got 'em. Our health and welfare benefits may include health, dental, vision, disability, and life insurance depending on your country. If you're in a country without a package, you'll receive a monthly allowance. We also offer mental health support for you and your dependents, including immediate and confidential services like counseling and coaching sessions.
Family supportWe offer fertility benefits globally, along with paid parental leave to welcome a new family member.
The Life Story is how we understand the themes of your career journey so far, human to human. What you've learned, and how you made a difference. Show us the trophies and the bruises: the problems you've solved, the challenges you encountered, the decisions you made, and the lessons you learned along the way.
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