Recovery Analyst, Merchant Lending Credit

Shopify Lending lets entrepreneurs keep building when capital is tight. Recovery is where we protect that model and keep risk, experience, and economics in balance. This role analyzes the performance of the recovery system for Lending and surfaces insights that will power improvements for both merchants and Shopify. This analyst will detect risk, engage with merchants, structure payment plans, and measure performance across the funnel. You’ll pick apart the recovery “machine”: business rules, workflows, data models, and dashboards. You’ll partner with Trust, Finance, Product, Engineering, Data and Operations to decide what “good” looks like, instrument it, and then iterate until the system is simple, scalable, and effective. If you like taking an ambiguous process, mapping it end‑to‑end, wiring it into data, and then using that data to rewrite the rules, this is the job. Key responsibilities Analyze all aspects of the end‑to‑end recovery process design for Lending, from outreach through to payment/settlement plan completion. Lead requirements gathering across Trust, Finance, Product, Engineering, Data and Ops; identify critical elements of the program and ensure our data records capture them completely. Map and continuously review “As‑Is” and “To‑Be” recovery workflows, including triggers, routing, SLAs, and exception handling. Design and implement business rules that drive ticket creation, prioritization, and merchant segmentation so the right merchants get the right treatment at the right time. Recommend recovery KPIs and track them over time. Architect and maintain reporting and dashboards (in partnership with Data) that give executives and operators a real‑time view of recovery performance and risk. Use SQL to run deep‑dive analyses on strategy effectiveness (contact cadence, channels, payment plan structures, thresholds) and recommend concrete changes. Partner with data engineering on the design and evolution of data pipelines powering recovery analytics; ensure data quality, consistency, and documentation. Lead UAT for changes to recovery systems and rules; define test plans, coordinate stakeholders, and monitor post‑launch behaviour and impact. Act as the subject matter expert on recovery data and systems; become the go‑to person for questions about how the engine works and what we should change next. Influence roadmap and prioritization for recovery‑related product and tooling investments using clear, data‑backed narratives. Qualifications Experienced with lending, credit, fintech, or broader financial services. Expert‑level process mapping skills; comfortable building and maintaining detailed workflows and system diagrams. Strong requirements‑gathering and facilitation skills; able to align diverse stakeholders and translate business needs into precise functional and technical specs. Advanced SQL skills and experience working directly with relational databases and large, messy datasets. Hands-on experience with BI/visualization tools (e.g., Tableau, Looker, Power BI, or similar) to build robust, self-serve dashboards for senior stakeholders. Solid understanding of data concepts and data pipeline design; comfortable partnering with data engineers and challenging trade‑offs when needed. Demonstrated experience designing and tracking KPIs for operational or risk processes (e.g., collections, credit risk, revenue operations, or similar). Strong executive storytelling: you can turn complex data and system behaviour into simple narratives and sharp recommendations. High ownership bias and comfort with ambiguity; you default to “what’s the right system for merchants and for risk?” and then build towards it.