Lead, Learning & Development - Support

Shopify

2d

About The Position

Shopify’s Support L&D team prepares Shopify Support teams to deliver exceptional merchant experiences. As an individual contributor with no direct reports, the Lead, Learning & Development role has substantial ownership over what learning is built, why it is built, and how its impact is measured. The person in this role develops learning end to end, writes and edits content, ships learning assets, reviews results, and adapts programs over time.

The role supports a Support organization being rebuilt around AI, where AI handles most conversations and human advisors need to respond quickly and expertly amid frequent changes to products such as payments, banking, and point of sale. The successful candidate will identify capability gaps, build learning for both people and the AI tools they work alongside, and maintain quality as products and priorities evolve.

The role calls for exceptional writing and editing, experience creating learning that changes how adults perform their jobs, and thoughtful use of AI tools. Shopify values demonstrated capability and examples of work over a particular career path or previous title.

Requirements

• Exceptional writing and editing skills, with or without AI.
• Experience building learning that changed how adults do their jobs, ideally in a technical or fast-changing environment, with examples to demonstrate the work.
• Strong opinions about AI tools supported by examples showing how personal judgment improved on the tools’ output.
• Ability to adapt when plans change, flag assumptions, and continue delivering.

Responsibilities

• Review performance and quality data, listen to advisors, and identify learning gaps before they affect merchant outcomes.
• Decide what learning to build next based on identified needs.
• Build learning end to end, from source content through final asset, for both large programs and urgent launches.
• Write content that teaches people and the AI tools they work alongside.
• Own learning programs over time, measure their impact, retain what works, and discontinue what does not.
• Translate vague or competing requests from senior leaders into a clear plan.
• Maintain and demonstrate high standards for learning quality through personal work.
• Use AI to diagnose, draft, and structure work, then apply judgment, accuracy, and editing to improve the output.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed