Merchant Service Experience Manager

Shopify Plus provides enterprise eCommerce with the freedom for businesses to grow, adapt, and evolve. Shopify Plus is helping power commerce for companies like Rebecca Minkoff, MVMT, Nestle, Kylie Cosmetics, and many more. We believe large merchants should love their commerce platform and we work hard each day to make that happen. 

Merchant Success works with merchants to help them grow their businesses and meet their goals with recommendations calibrated to their specific needs.  Our program is designed to help merchants maximize the value they get from the Shopify platform and ecosystem.  

We are looking for a service experience professional to join Merchant Success and help us strengthen our service experience and champion merchant learning.  The ideal candidate is one with expertise in customer experience, service design and customer insight.


    • Work across all Merchant Success initiatives to ensure that our Merchant’s voice and their experience is at the centre of decisions 

    • Map the current and future state of our service experience for different types of merchants and different areas of their experience

    • Gather and analyze quantitative and qualitative data and prepare summaries of research findings and recommendations on improving the merchant service experience

    • Use storytelling and technology to effectively distribute insight to Merchant Success in order to encourage us to be more merchant-obsessed, to promote innovation and to support change management 

    • Track outcomes of service experience improvements & changes and present findings and recommendations to senior leadership

Relevant experience for the role:

    • Professional experience in service design, customer experience &/ or customer insight

    • Experience in leveraging data to identify themes and insight to resulting in real improvements that will elevate our merchant experience

    • Involvement in at least one end-to-end service experience project, including everything from discovery and synthesis through to delivery and evaluation

    • Visual thinking and organizing complex experiences and processes into simple and actionable recommendations

    • Working knowledge of different qualitative and quantitative research methodologiesWorking knowledge of different approaches to building strong customer experiences and customer journey maps/ processes

    • Ability to work independently and in close collaboration with teams to drive positive outcomes

This role can also be located in Waterloo, Ontario.

We know that applying to a new role takes a lot of work and we truly value your time. Kelly is looking forward to reading your application. This posting will close on Friday, November 22nd at 3pm EST (UTC-4).

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.

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