Platform Operations Specialist

  • Shopify
  • Ottawa, ON, Canada
  • Apr 27, 2018
Full time Software

Job Description

About the role
As Platform Operations Specialist, you’ll become an expert in the health and quality of the tools Shopify employees use to empower valuable conversations with our merchants. You will help resolve issues and provide teams with analysis, bug reports, and suggested improvements. The ideal candidate is passionate about solving problems, has experience providing operational support to a sales and service organization on the Salesforce platform, serving as a key point of contact as it relates to our sales & marketing product line.

You'll get to do things like:
Be the main point of contact for operational questions received from user base; triage where required
Hold in-depth operational knowledge of SFDC platform, case queue and 3rd party tools
Perform regular health checks for optimization, accuracy, and security
Manage 3rd party vendor relationships by establishing a meeting cadence to discuss bugs, product enhancements, performance degradation, planned outages/upgrades etc.
Leverage vendor relationship to influence their product roadmap and keep up to date on new functionality/product offerings
Work collaboratively with business stakeholders, the Project Management Office, and Salesforce Operations team to support the needs of our internal customers/users
Track tool(s) license assignments/usage month over month, service disruptions/downtime
Analyse tools usage and performance, using these insights to report on and improve product performance
Manage a solid understanding of sales & service operations and CRM platform technology
Troubleshoot and escalate issues as necessary, championing them through to completion

You’ll need to have:
Strong sales & service operational knowledge and problem solving skills
Hands on experience working on Platform; Sales & Service Clouds
Proven success building relationships across all levels
A solid base of experience in technology solutions, integrations, Saas, service centre, or sales operations
A willingness to learn in a fast paced environment with a can do, hands on attitude to get the job done
Proven track record to see problems through to resolution
Be comfortable with ambiguity & working in a fast paced environment
A willingness to look at a problem from all angles; be curious
It’d be great if you have:
Computer systems or an engineering bachelor’s degree
Experience managing vendor relationships & vetting tools

Here's what you can expect:
A collaborative, creative environment where we value experimentation and learning
Autonomy. We don’t believe in micro-management
Learning and growing with the best in the business and getting the support you need to do the best work of your career
A culture that values authenticity, openness, and diversity
If you’re interested in helping us shape the future of commerce, click the “Apply now” button to submit your application. Please address your cover letter to Dustin.