Professional Services Delivery Manager (Americas)

Responsibilities

• Initiate, plan, execute and lead merchant engagements, including the tracking of internal resources and bringing people and teams together to achieve objectives.
• Positioned as the point of contact for merchants or their partners to connect with any cross-functional team inside Shopify.
• Manage projects within a portfolio from initiation to completion using industry best practices, using SDLC, Agile, Lean and/or waterfall methodologies.
• Provide project and ecommerce expertise through sharing Shopify best practices and seek to adopt new and innovative industry trends.
• Build and apply AI tooling to project work to accelerate progress and enhance the quality of output.
• Own the successful, efficient onboarding of Enterprise merchants new to Shopify to the platform or portions of it.
• Ensure merchant requirements are documented and adhered to throughout the course of the project, managing scope creep and stakeholder expectations.
• Work with and coordinate internal teams and leadership to populate required legal documents in order to initiate project work. This includes MSAs, SOWs and other forms of documentation.
• Track, and report on project progress and roadblocks requiring escalation for the portfolio of projects managed by the team.
• Manage project budgets and track relevant team capacity and resource allocation.
• Build relationships at multiple levels within a partner and merchant’s organization using executive presence to fully understand their business and their approach to commerce innovation.
• Leverage the merchant relationship to identify more growth opportunities inside the Shopify offerings. Assist with merchant or partner opportunity nurturing through partnering with the engagement team.

Qualifications

• Proven experience in managing high-complexity projects, consistently delivering results on time and within scope.
• Demonstrated success in leading cross-functional projects and teams, particularly in software development and deployment environments.
• Strong technical acumen with the ability to engage effectively with both technical and non-technical stakeholders to gather requirements and define desired outcomes while managing expectations.
• Deep understanding of Shopify’s product offerings and ecosystem, with experience leveraging Shopify tools and features to drive project success and enhance merchant outcomes.
• Experience with using and building AI project tools, and applying reflexive AI in day to day project work.
• Familiarity with Agile and Scrum methodologies.
• Strong financial acumen with experience in managing project budgets and providing financial insights to stakeholders.
• Exceptional writing and presentation skills, capable of communicating merchant feedback clearly to diverse audiences and all levels of leadership.
• A consultative mindset with the ability to apply flexible discovery techniques to uncover merchant needs.
• Proven track record of establishing trust and credibility as a trusted advisor, prioritizing the merchant experience in all interactions.
• Capacity to juggle multiple projects simultaneously while addressing internal needs, including the development of documentation, templates, and delivery techniques.
• Outstanding organizational skills, especially in managing a variety of projects within a portfolio.
• Thrive in a high-impact, high-performance environment, demonstrating resilience and adaptability.
• Willingness to travel occasionally for on-site meetings.

Nice to Have

• Certifications such as PMP or PMI-ACP (or similar) are advantageous but not mandatory.
• Familiarity with change management methodologies and leading digital transformation projects is an asset.
• Expertise in resource allocation to optimize team capacity and project efficiency.