[Hiring] Senior Learning & Development Specialist @Shopify

Role Description

The Support L&D team plays a direct role in ensuring new Merchant Support Advisors are ready, confident, and capable of delivering exceptional merchant experiences. This is a generalist L&D role where you'll support different parts of Support, adapting your craft to various subject matters.

• Own the craft of training: designing and building training assets end to end.
• Keep learning materials current and relevant, holding the quality bar for everything shipped.
• Strategize on best practices and new ways to deliver training.
• Monitor feedback and hard data to see what works and what should be iterated.
• Utilize AI as a core part of your practice, designing and writing courses using AI tools.
• Work in the Learning and Development team supporting the Support organization.
• Partner closely with stakeholders across Support ops and delivery to plan and delegate work.

Qualifications

• Stellar writing and copy editing skills on your own, without AI.
• 5+ years of experience and executive presence — comfortable presenting to and partnering with senior stakeholders.
• Formal education and/or significant experience in adult learning design, ideally including technical program design.
• Hands-on experience with AI tools and prompt writing, with real examples of using them to produce quality content.
• A track record of designing and scaling programs end-to-end.
• Exceptional stakeholder management and communication skills.
• Sharp attention to detail, strong time management, and the ability to hold multiple projects at once.

Requirements

• Manage stakeholders and SMEs — including senior directors — through intake and review.
• Gather source content and keep accuracy checks moving.
• Run several projects at once without letting quality or timelines slip.
• Creatively problem-solve custom training solutions for tricky or objection-prone scenarios.
• Contribute to the team's content strategy; bring vision and energy.

Tools and Systems

• Google Workspace
• GitHub
• VS Code
• Claude Code