Strategic Specialist, Partner Governance

About the role

Partner governance has an incredibly important job of reducing or removing potential, new and ongoing abuse, misuse and fraud from within our ecosystem. The Partner Governance team enables the growth of a healthy and competitive Partner ecosystem through policy definition, violation detection, and enforcement. We collaborate with a multidisciplinary team of developers, product managers, lawyers, content strategists, user researchers, marketers, and data scientists to deliver the best possible experience for both our partners and merchants.

OK, so what does a Strategic Specialist on the Partner Governance team do exactly? You will help to govern our partner ecosystem by investigating and actioning partner infractions across all Marketplaces (App Store, Theme Store and Experts Marketplace). When new patterns of abuse arise you’ll champion initiatives across disciplines and product/service lines to gain alignment on our approach and coordinate cross-functional teams to address the infraction. You’ll help to create visibility across our Ecosystem PL on all things governance and share these learnings with our analysts and program managers so they can advocate for product solutions.

This role is a great opportunity to make a significant impact on a growing team.

Here’s what you’ll be responsible for:

• Major & Critical Infractions: Lead the charge to investigate and address major and critical reports of violations within our ecosystem & communicate outcomes to our partner community.
• Critical Incident Response: Work with marketing, PR, legal and other technical teams across Shopify to investigate, promptly mitigate merchant risk, and communicate outcomes to our partners; this includes participating in a Partner Governance On-call rotation (24/7 365).
• Making hard decisions about enforcing rules when there may be real, negative consequences to a company or individual’s success, often in time-sensitive scenarios.
• Gaining alignment on precedent setting cases amongst cross-functional teams within Shopify, including Product, Marketing, Support, Partnerships, Legal and Leadership.
• Drafting communications, tailoring the context of the conversation to both internal and client facing audiences.
• Preference for individuals in PST or able to accommodate PST working hours but all applications will be accepted and reviewed.

Qualifications

• 1+ years experience in a similar role investigating and actioning TOS violations within the Fraud, Risk, Security, Governance or Trust and Safety space.
• Organizational and time management skills: Experience thriving in time-sensitive, ambiguous, high-pressure situations with tight deadlines. You demonstrate flexibility as workloads and complexity fluctuate with minimal supervision.
• Exceptional written and oral communication skills: This means you have the ability to communicate with a wide variety of audiences about complex situations using plain language.
• Moderately technical: There’s a lot of vernacular and processes where some technical aptitude is beneficial.
• Ability to recognize and understand multiple perspectives in a situation without getting blocked by analysis paralysis.
• Growth mindset: You're agile, resourceful, and willing to continuously challenge yourself to learn and grow. Curiosity for digging into how technical systems, services and infrastructure work to answer targeted questions on abuse and fraud.
• High level understanding of Shopify’s partner ecosystem.

Bonus Experience

• Experience defining and enforcing rules for large groups of people.
• Technical: Proficient in SQL, Mode, and Splunk.
• Security investigation and diagnostic skills.

Please address your cover letter to Jen. We’d love to hear what drew you to this role, how you think you can make an impact & a specific example where you had to lead the charge to investigate and address a critical issue or policy violation. We look forward to reading your application!

Successful candidates can expect to hear back from us within two weeks of that date.

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.

How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.

Learn more about our hiring process