Senior Recovery Lead Remote - Americas

We are looking to add an experienced Senior Recovery Lead to the Shopify Recovery Team.

This team's main objective is to assist merchants who are having trouble managing outstanding balances on products including Shopify Capital, Shopify Payments, and Shopify Plus subscriptions. The team is made up of people who are experts in their field, and remain merchant focused while mitigating losses for Shopify.

The members of this team work directly with Shopify merchants who are going through financial hardship, while reducing losses for Shopify, and helping these Shopify merchants get back on their feet and flourish. This team is customer service oriented, highly engaged, self motivated, has strong communication skills, and is driven by results.

The ideal candidate resides in North America within the Eastern, Central, or Atlantic Time Zones. This role will involve, among other things:

• Leading a globally distributed team of recovery specialists.

• Engaging with product teams as a subject matter expert on recovery.

• Collaborating within the broader team on development of tooling and automation capabilities.

• Liaising with Legal teams to understand regulatory complexities in the regions Shopify offers services.

• Setting Recovery strategy and priorities for the Merchant Lending business.

• Identifying opportunities to add value to Merchant Lending products through Recovery, and being consistent with Shopify's merchant-friendly ethos.

• Using data in many capacities:

  • Identifying opportunities to gain efficiency and automate workflows

  • Identifying trends and patterns within the Recovery landscape

  • Sharing insights with the Underwriting and Product teams to enable Shopify to manage risk more effectively and grow responsibly

  • Utilizing data-driven insights to make informed decisions and optimize Recovery efforts

• Working with partners in Merchant Lending and elsewhere to implement new strategies.

• Being the expert required to review the Recovery Operations Team's work and provide approvals on escalations and constructive feedback.

• Developing and tracking metrics to measure the Recovery Operations Team's impact, and using them to identify areas for continuous improvement.

• Generating regular reports on Recovery performance, delinquency rates, recovery rates, and other key metrics.

You probably have experience with:

• Direct small to large business lending recovery/collections

• Leading a large operational team in different time zones, supporting individual growth, providing feedback, identifying areas for efficiency gains, and unlocking additional value

• Stellar leadership and team management skills, with the ability to optimize, challenge and develop a high-performing team

• Experience with driving, influencing, and adapting to change

• Motivating a team and developing a healthy team culture

• Using data to unlock insights into business processes and driving improvements and efficiencies

• Proven success in cross functional collaboration

• Experience in recovery management in a lending or financial services environment

• Strong knowledge of recovery strategies, risk assessment, and regulatory compliance

• Analytical mindset with the ability to interpret data and make data-driven decisions

• Strong communication and interpersonal skills, with the ability to engage with stakeholders at all levels

• Excellent organizational, problem solving, and time management skills

It would be great if you had experience with:

• SQL

• Python

• BigQuery

• Looker Studio

We know that applying for a new role takes a lot of work and we truly value your time. This posting will close on February 19, 2025 at 11:00 PM EDT. We look forward to reviewing your application!