[Hiring] Senior Manager, Product Support - Onboarding @ShopMy

Role Description

We are seeking a Senior Manager, Brand Onboarding to join our Product Support team. This is an individual contributor role responsible for owning the brand onboarding experience end-to-end from post-sale through go-live — while driving the systems, standards, and cross-functional initiatives that allow the function to scale. You’ll operate at the intersection of client success, product operations, and strategic execution, bringing both hands-on delivery and high-level thinking to every challenge.

Your Impact In The Role

• Own the full brand onboarding lifecycle from post-sale through go-live, managing a mixed Shopify and non-Shopify queue and ensuring every brand has a clear, well-executed path to launch.
• Monitor onboarding health at the queue level — tracking timelines, actioning churn risks, and driving resolution of systemic blockers before they impact brands at scale.
• Define quality standards and escalation protocols for onboarding, ensuring consistency across all touch points and teammates.
• Lead large, cross-functional initiatives with company-wide impact — whether that’s improving go-live rates, reducing time-to-value, or partnering with Product and Engineering on platform improvements.
• Partner with the Director of Product Support on long-term strategy, anticipating scale challenges and building preventative solutions.
• Serve as a thought partner and informal mentor to junior team members, helping them grow their skills and navigate complex client situations.
• Leverage AI tools and automation to improve onboarding efficiency, reduce manual lift, and surface insights that drive better client outcomes — and influence how the broader team adopts and scales these capabilities.

You Are Energized By

• Owning complex problems from discovery through resolution — and building systems so they don’t recur.
• Operating at both the strategic and tactical level: amplifying the function one week, owning a high-stakes onboarding the next.
• Using data to create clarity for others and make confident tradeoffs under uncertainty.
• Acting as a trusted cross-functional partner to Product, Engineering, Sales, and CS teams.
• Fast-moving, high-growth environments where priorities shift and adaptability is a strength.

Qualifications

• Bachelor’s degree or equivalent experience.
• 4–6 years of experience in client onboarding, client success, or a related implementation role, with at least 1–2 years managing complex, multi-stakeholder projects independently.
• Demonstrated experience in e-commerce and/or affiliate marketing; familiarity with Shopify strongly preferred.
• Proven ability to manage a portfolio of accounts simultaneously, balancing urgency, quality, and relationship management.
• Strong data fluency — comfortable synthesizing support metrics, onboarding timelines, and customer signals into actionable insights.
• Strong written and verbal communication skills, including the ability to present clearly to leadership and influence cross-functional stakeholders.
• Experience identifying systemic issues and driving durable fixes, not just resolving individual cases.
• Excellent time management and prioritization skills; knows what to push forward and what to park.
• Experience working with Enterprise and Premium Brands.

Bonus Points

• Experience working in a startup or high-growth SaaS environment.
• Familiarity with Zendesk, Intercom, or similar support tooling.
• Knowledge of the creator economy, influencer marketing, or affiliate platforms.
• Experience working with or alongside AI support tools (e.g., Fin AI, Claude, or similar).

Benefits

• Medical & Dental Coverage at 70%.
• Equity in ShopMy.
• Flexible PTO.
• 14 weeks of parental leave.
• Wellness & Social Stipend.
• Technology Stipend.
• Learning & Development Stipend.
• 401k program (3% automated contribution from ShopMy!).
• Wellhub Membership.
• Company retreats.
• Opportunity to monetize your influence - all employees build out a ShopMy page!
• Birthday PTO.