Lead, Support Operations

Shopify

1d

About The Position

The Support Operations Lead owns the operational processes, systems, and intelligence behind Support Operations. The role focuses on diagnosing root causes, redesigning processes to improve outcomes, and using automation and AI judiciously to build scalable solutions that help Support Advisors and improve experiences for merchants and partners. This is an individual-contributor position with no people-management responsibility. The Lead takes on complex problems, works with stakeholders across the organization, and builds and ships solutions directly.

The role emphasizes discovery before implementation, outcome-focused process design, reliable metrics and reporting, cross-functional influence, and clear communication of work and results. It involves deciding when work should be automated and when human judgment is necessary, while ensuring processes are sound before automating them.

Requirements

• At least 5 years driving an operations or support function, such as Support Operations, Revenue Operations, Business Operations, or Product Operations, with end-to-end ownership of systems and processes.
• Experience improving operations in a large, complex, global organization; experience in a support organization is ideal.
• Strong systems thinking, including anticipating second-order effects and optimizing the whole system.
• Experience with operational discovery, service design, and process mapping, including designing processes with ownership, measurable outcomes, and feedback loops.
• Comfortable using BigQuery, dashboards, and messy data to solve problems.
• Experience building reporting systems that changed how a team operated.
• Proven cross-functional leadership and experience shipping change with teams that did not report to you.
• Clear communication and change-management skills that help teams understand and adopt changes.
• Familiarity with support tooling, CRM, routing, automation, Support Advisor workflows, and merchant, partner, or customer-support environments.
• Comfort with ambiguity and a natural inclination to take initiative.

Nice To Haves

• Experience improving operations in a support organization.
• Experience building AI workflows, automations, or internal tools.
• Commitment to growing AI proficiency as tools evolve.

Responsibilities

• Conduct discovery to identify root causes and prioritize work by its impact on merchants, Support Advisors, or the business.
• Design processes with clear ownership, measurable outcomes, and feedback loops; redesign or retire processes that do not improve outcomes.
• Use judgment to automate stable, repeatable work while retaining human judgment where needed and avoiding automation of broken processes.
• Build reliable metrics and reporting, turning one-off analyses into ongoing reporting for leadership.
• Lead cross-functional operational improvements with Operations, Workforce Planning, Delivery, Product, and Data teams.
• Use AI tools to build, analyze, and communicate effectively, ensuring the resulting work is appropriate and useful.
• Bring informed perspectives to strategic discussions and proactively surface problems and opportunities.
• Communicate work and its outcomes to teams and leadership.
• Design and ship solutions, generate analysis that informs decisions, and improve systems rather than only tracking or maintaining them.

What This Job Offers

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