Senior Lead - Vendor Performance

At Shopify, we build products that help entrepreneurs around the world to start and grow their businesses. We’re the world’s fastest growing commerce platform and we have no plans of slowing down!

Shopify is now permanently remote and working towards a future that is digital by default. Learn more about what this can mean for you.

A Senior Lead at Shopify is someone who is excellent at coaching and managing large teams, comfortable with ambiguity, and effective at contributing to team operations and success.

As the Senior Leader Vendor Performance you will be responsible for all operational, contractual and financial aspects of the Vendor Relationships. This includes being strategic, liaising with senior internal stakeholders, elevating the performance of the Vendors, being a leader in communication, generating new ideas and challenging the status quo, execution of vendor contracts and responsibility for financial spend. 

The Senior Lead of Vendor Performance at Shopify guides the Vendor teams to provide Merchants with an excellent customer experience that also helps them grow their business. You will be ingrained in the Vendor and the Vendor in all areas of Support including WFM, Training, Quality, Security, IT, and recruitment and you will have  final accountability for overall Vendor performance. 

 

Responsibilities and Duties:

• Provide overall strategic guidance to our Vendors and work with internal/ external teams to execute this vision. 

• Direct responsibility for performance and measuring key success factors and vendor KPIs.

• Interact with Vendor to ensure alignment to goals, objectives and create and execute on action plans as needed to maintain optimal performance and meet contractual obligations. 

• Responsibility for financial aspect of Vendor contracts. 

• Contract creation and management.

• Meet regularly with stakeholders (executive/ site leads) and communicate vision and action plans related to goals.

• Create a positive and constructive feedback-rich environment and collaborate effectively in all touchpoints with teams.

• Monitor and report on data surrounding the success of SLOs, identify and continuously improve points of opportunity, iterating as needed.

• Promote transparency and effective communication between Shopify and Vendor Support.

• Implement programs and processes as required by Shopify, and provide feedback for continuous improvement. 

• Ensure the accurate management and audit of all invoicing.

• Minimum 8+ years management experience, preferably in a contact center environment.

• Minimum 5 experience in managing vendor relationships (both on and off-shore an asset).

• Able to translate Shopify’s amazing culture into action and results. 

• A master of prioritization. There are only so many hours in a day and you’re able to identify the best us of time.

• A 5-star communicator and collaborator. A Senior Lead needs to build and maintain connections with the people who directly and indirectly report to them as well as their peers and stakeholders in Support. 

• Ability to change communication to suit the audience - have the right conversations at the right time with the right people.

• Ability to work autonomously but also collaborate and seek input with stakeholders across the org, but aware of when to seek input.

• Highly Strategic. You are able to connect the dots and discover root causes for any-and-all problems your team may face as well as demonstrate creative thinking and problem solving skills. You are considering your stakeholders when new topics arise and processes are imported. You are able to effectively translate strategic ideas into action. 

• Someone who loves to identify opportunities, build new things, and champion ideas from conception to execution.

• The ability to work flexible hours as required.

• An eye for detail and passion for problem-solving.

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 2019 Sustainability Report to learn more about Shopify's commitments.

This posting will close on Thursday, October 14th, 2021 at 12pm PST. You can expect to hear back from us (regardless of outcome) within 3-4 weeks.

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