Performance Excellence Lead, Support Operations

About Performance Excellence

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 role

This 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 do

• Own 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 bring

• A 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.