Support Operations Architect & AI-Driven Solutions

Shopify; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

Shopify seeks a Support Operations Lead who thinks in systems, identifies root causes, and guides through influence. You’ll own operational processes, systems, and intelligence for Support Operations, diagnosing issues and building scalable solutions with automation and AI.

You will help thousands of Support Advisors improve outcomes and merchant experiences, tackling big problems with cross-functional collaboration across Operations, Data, Product, and Delivery.

Qualifications

• 5+ years driving an operations or support function that included owning systems and processes end to end, not just coordinating them.
• Experience improving operations in a large, complex, global organization, ideally a support organization.
• Strong systems thinking and ability to optimize the whole system.

Responsibilities

• Understand before building. Run real discovery and find the root cause, not the symptom.
• Prioritize by impact on the merchant, the Support Advisor, or the business.
• Design processes that work, with clear ownership, measurable outcomes, and feedback loops.

Skills

Systems thinking

Root cause analysis

Process design

AI & automation

Cross-functional leadership

Data-driven problem solving

Stakeholder management

Support tooling familiarity

Ambiguity tolerance

Job description

Shopify seeks a Support Operations Lead who thinks in systems, identifies root causes, and guides through influence. You’ll own operational processes, systems, and intelligence for Support Operations, diagnosing issues and building scalable solutions with automation and AI.

You will help thousands of Support Advisors improve outcomes and merchant experiences, tackling big problems with cross-functional collaboration across Operations, Data, Product, and Delivery.