Experienced Shopify Business Operations Manager and Partner Operations Manager with over 10 years of experience in building and maintaining processes and rules to support Shopify's marketplace and partner program. Skilled in collaborating with cross-functional teams, such as Product, Engineering, Data, Legal, Finance, Partnerships, Fraud/Risk, Policy, Trust and Safety, and Support, to drive success. Proven success in fostering thriving marketplaces, supporting partners to grow their businesses, and launching new products and tools.
Experience
Shopify
Aug 2021 – May 2023
Ottawa
Business Operations Manager
-Oversaw the inception and maintenance of the thriving Shop app marketplace that catered to the needs of buyers and merchants utilizing the Shop App platform.
-Spearheaded critical functions, including merchant and product eligibility, fraud/risk mitigation, content moderation, vendor management, and policy and help documentation updates.
-Developed and upheld robust business rules and processes that evolved alongside the product's growth and development.
-Foster dynamic partnerships with cross-functional teams including Product, Engineering, Data, Legal, Policy, Trust and Safety, Fraud/Risk, and Support to achieve business objectives.
Shopify
Jun 2017 – Aug 2021
Ottawa
Partner Operations Manager
-Developed and executed comprehensive business processes and protocols to drive the growth of the Shopify Partner program.
-As a product owner, I led cross-functional teams to gather business requirements and deliver effective solutions for internal tooling and Salesforce updates.
-Managed partner billing and revenue share updates.
-Collaborate closely with cross-functional teams including Product, Engineering, Data, Legal, Finance, Partnerships, and Support, to ensure optimal program performance and execution.
Shopify
Feb 2017 – Jun 2017
Ottawa
Partner Manager Lead
-Led the management of a high-performing group of Shopify partners, which included the most active and experienced Shopify experts, to enhance and cultivate business relationships, ultimately boosting sales revenue.
-Developed strategies to support shared potential opportunities with partners, established connections within Shopify, and oversaw team growth by leading and conducting regular Shopify Partner meetups.
-Collaborated seamlessly with various teams such as Business Development, Data, Sales, and Support, ensuring the successful implementation of various initiatives.
Shopify
Dec 2013 – Feb 2017
Ottawa
Partner Manager
-Provided expert support to partners in growing their businesses by referring merchants and building custom apps and themes for Shopify.
-Facilitated partners in joining and being listed as a Shopify expert in the Shopify Experts marketplace, expanding their reach and credibility.
-Streamlined the onboarding process for new partner managers, ensuring they were up-to-speed and equipped to excel in their roles.
-Organized regional Shopify partner meetups by selecting speakers, inviting merchants, and arranging the venue.
-Worked closely with Business Development, Data, Sales, and Support teams to drive partner success and achieve mutual objectives.
Shopify
Apr 2013 – Dec 2013
Ottawa
Ecommerce Consultant
-Provided expert support to entrepreneurs launching or expanding their businesses, utilizing troubleshooting skills and in-depth knowledge of Shopify features and add-ons.
-Played a key role in the successful launch of Point of Sale and Shopify Payments by triaging and resolving issues, creating feedback loops to product teams, and preparing the larger support team to adopt and own the processes once necessary documentation and tooling was in place.
-Collaborated with Escalated Support, Support Tooling, and Product Teams to streamline and improve processes.