Director, Program Management, Support

Our team's mission is to:

Build a world-class Support team and product by harnessing the full promise of AI to empower Support Advisors with tools and scale to partner with merchants while generating commercial insights and creating value for Shopify. Our ambition extends beyond just generating commercial insights; we aim to revolutionize Support and set a new global benchmark for excellence in our industry.

Shopify's Support Operations department has big plans for 2024 and beyond and we're looking for an experienced Director level candidate to help us reach those goals. In this role you will report directly into the VP of Support and will work closely with them to ensure the overall system of Support is running smoothly, our portfolio of programs is progressing. You'll also be directly managing some of our largest, most complex and challenging programs.

You'll get to work alongside senior leaders on large scale transformation and operational improvement programs and projects that impact how we operate as an organization. You will work closely with cross-functional teams to help our executives implement their vision while fundamentally improving the way we work.

There is a deep focus on emerging technologies in this role, specifically AI. You will work closely with our technology & data teams to help unlock the potential of AI within Support.

Success in this role means that your programs are delivered on time, on scope and on budget while ensuring deliverables meet high quality standards and all stakeholders are effectively engaged. You will be a master of connecting dots across the organization and accelerate everything that you touch.

You'll also have the opportunity to establish and contribute to the development of operational and programmatic best practices.

What you will do:

• Work closely with the of VP Support ensuring the overall systems & rituals within Support are working as intended e.g. Mission & project work, weekly communications, executive check ins, keeping the senior leadership team aligned and focused.

• Introduce new systems & rituals as needed to ensure the department of support is running smoothly & remove any that are not working.

• Manage two program managers by providing coaching and guidance while determining program assignments

• Manage large, critical, high-profile, cross-functional programs and projects

• Create strong, trusting relationships with various stakeholders including members of the C-Suite, and leaders of teams across Shopify.

• Be extremely proactive! Always be on the lookout for loose ends to be tied and gaps to be filled. When you spot them, you take action immediately.

• Gather program & project requirements, write briefs and develop detailed execution plans (timelines, budgets, resource & quality plans)

• Ensure there's alignment between stakeholders on the goals and objectives of the program

• Drive program work forward and hold individuals & teams accountable for what they've committed to

• Manage through weekly shipping cycles (high velocity, high intensity)

• Manage program status and ensure stakeholders are kept up to date on progress

• Have a deep understanding of Support metrics and use data analytics to drive decision making

• Identify, manage & mitigate risks

• Establish success metrics and ensure they are being monitored / reported on

• Clearly track and communicate the benefits of the program

• Document all aspects of the program (project plans, roadmaps, decisions made, meeting notes, roles & responsibilities, retrospectives etc..)

• Resolve conflicts and roadblocks as they arise

• Ensure that programs are delivered on time and on budget

• Work independently to identify and solve problems with minimal direction

• Be an advocate for program management best practices & help shape the long term vision of program management at Shopify

• Acknowledge & celebrate program wins with your teams!

What You Will Bring to the Table:

• A significant history in program and/or management and / or support operations. Much of that experience will be in a management role.

• Proven ability to turn a strategic vision into reality

• Experience building, leading and managing teams that do not report into you

• A high level of knowledge about working with emerging technologies and with technical resources (data scientists, developers, product managers etc…)

• Exceptional attention to detail and organizational skills

• Expert in driving work forward & holding teams accountable

• Expert in running productive meetings

• Excellent communication & problem solving skills

• Experience working in tech companies and startups

• Experience working in remote environments

• Experience managing large scale change management & operational improvement programs / projects

• Clear understanding of the Program / Project Management Lifecycle and all of the steps and best practices required to take a program / project from start to finish

• Ability to create and maintain trusted relationships with stakeholders and project teams

• Experience developing best practices and processes around program delivery

• Experience working directly with C-level executives

• Ability to lead with emotional intelligence and be empathetic Ability to perform under pressure and stay calm during any circumstances

• Ability to roll up your sleeves and get knee deep into projects to ensure all details have been covered in order to successfully deliver on program objectives

• An entrepreneurial mindset to deliver impact in ambiguous environments

• Ability to consult & coach

• A positive, upbeat attitude with the ability to lead teams through challenging circumstances & situations