Senior Manager, Product Support - Onboarding
Core
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.
Role type
Senior Manager, Product Support (Brand Onboarding)
Builds
Onboarding systems, standards, and cross-functional initiatives for brands to launch on the platform
Domain
E-commerce / Creator economy / Affiliate marketing
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Managing complex multi-stakeholder projects, data fluency, strategic execution, cross-functional partnership, systemic issue resolution, time management, enterprise account management
Preferred skills
Shopify platform familiarity, Zendesk/Intercom tooling, AI support tools experience, startup/high-growth environment experience
Technologies
Shopify, Zendesk, Intercom, AI tools (Fin AI, Claude)
Responsibilities
Own the full brand onboarding lifecycle from post-sale through go-live, Monitor onboarding health at the queue level, Define quality standards and escalation protocols for onboarding, Lead large cross-functional initiatives with company-wide impact, Partner with the Director of Product Support on long-term strategy, Serve as a thought partner and informal mentor to junior team members
Seniority
Senior Manager, hands-on IC with strategic oversight