Shopify has redefined commerce, raising the standard for how companies of all sizes sell their products and services online and off. With 1,700,000+ merchants in more than 175 different countries, and the most innovative platform on the market, we continue to grow rapidly while constantly looking for new ways to impact and disrupt markets.
Like the Shopify Fulfillment Network (SFN), which aims to pick, pack, and ship merchant orders so they can spend more time managing their business. SFN is growing and so we’re looking for a Merchant Education Lead.
Job Description
As Merchant Education Lead for SFN, you will build and bring to life our customer education and online training to the next level. You will own our education strategy to provide our SFN merchants with the tools to do their job. Working in partnership with teams such as Operations, Support, UX, Product Marketing you will deliver exclusive merchant training and content that drives product adoption and growth for our merchants. In this role, you will partner with cross-functional stakeholders (including content specialists) to build a great experience for our customers by delivering educational content at various stages of their journey with SFNs.
You’ll be doing the following:
Own the merchant education strategy and execution that enables our customers to grow and adapt quickly and realize value from SFN
Partner with Product Marketing, Content specialist, UX, Operations and Support teams and work with vendors, partners and agencies to execute on our team OKRs
Enable a culture of creativity, bias for action and passion for providing exceptional customer experience
Work with stakeholders to develop written and video content that will be delivered in various mediums and platforms – email, LMS, and more
Define and drive metrics for merchant education
Work with advocates and learners to continuously improve our education program
Work closely with internal teams to align on priorities, collaborate on training and education initiatives, and communicate the long-term plan and ongoing progress
Take on learning design, program management and facilitation duties as needed.
Qualifications
Demonstrated track record in building an education content, strategy and influencing buy-in in a fast paced environment
Previous leader of high performance training or enablement teams
Previous experience in developing online learning, training or enablement programs for customers
Experience using Learning Management Systems and creating online instructional content
Familiarity with best practices for learning program design, delivery and management across instructor-led training, eLearning and blended learning models.
Experience and comfort in working cross-functionally to produce and deliver learning programs, partnering with different teams and individual contributors within a large corporate setting to get things done.
Exceptional communication skills (written, oral, and presentation). We are looking for a lead who can champion the team to write and produce engaging, learner led content and lessons
Strategic mindset that can quickly identify assumptions, benefits and risks related to impact, longevity, scalability.
The ability to thrive in an environment where experimentation is encouraged and you are confident in creating, executing and championing those experiments.
Creative leader who has worked to develop written and video content for customer education purposes
It would be a bonus if you have:
Managed the end-to-end delivery of customer educational content for a SaaS company
Experience and understanding of ecommerce and business, including logistics, marketing, or technology
Superpower technical skills that result in amazing customer experiences
Additional Information
If you’re interested, please include a cover letter addressed to Paul and let us know why this is the role for you. Detail some of your relevant experience, and let us know a bit about why you’re interested in the role.
This role will close at 11.59pm on Friday, July 9.
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Shopify is now permanently remote, and working towards a future that is digital by default. Learn more about what this can mean for you.
Our belief is that a strong commitment to diversity & inclusion enables us to truly make commerce better for everyone. We 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 Sustainability Reports to learn more about Shopify’s commitments to our communities, and our planet.
At Shopify, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team – so if your experience is this close to what we’re looking for, please consider applying.
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