Senior Incident Response Program Manager - Shopify Fulfillment Network (Remote, Americas)

Toronto, ON, Canada

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Company Description

Shopify has redefined commerce, raising the standard for how companies of all sizes sell their products and services online and off. With a merchant count in the millions in more than 175 different countries and the most innovative platform on the market, we continue to grow rapidly while constantly looking for new ways to impact and disrupt markets.

Shopify Fulfillment Network is a dispersed network of fulfillment centres, powered by machine learning that predicts the closest fulfillment centre and optimizes inventory quantities to ensure fast low-cost delivery. 

Large marketplaces have trained us to expect products delivered to our doorsteps within 1-2 days at no extra cost. As a result, millions of sellers on other marketplaces are falling behind, unable to cost-effectively deliver products to their customers. Our mission is to transform the $8- 12B fragmented and outdated logistics industry and build an intelligent, asset-lite network that enables any online seller to offer fast, affordable fulfillment.

Job Description

Fulfillment is complex and one of the biggest challenges for our merchants. Shopify’s mission is to absorb complexity to streamline products that are simple and easy thus allowing merchants to invest more resources on growing their business.

To achieve this goal, even when Logistics grows and becomes more complex, the Merchant Success team will play a vital role in prioritizing and coordinating incident responses to minimize the merchants impact & in proactively finding patterns to reduce the issue recurrence by engaging in post-incident analysis, learning, and action planning. The Incident Response Program Manager is trained and supported with the appropriate knowledge and tools to determine what action items should be prioritized, which teams should be involved to resolve the incident, and create feedback loops to avoid the same incident happening to other merchants, when possible.



  • Acts as the single-threaded owner of the Incident Response program within Logistics and continuously improves the overall health of the program

  • Develops and maintains incident management plans, playbooks, data streams and processes, and continuously communicates and promotes best practices in support of incident resolution 

  • Collaborates with SFN Merchant Support in identifying the appropriate severity of the incident & works closely with the Sales, Marketing and Merchant Success teams to provide timely and comprehensive updates

  • Drives incidents to resolution by assigning the right teams and individuals, escalate early and often, and prioritize effectively 

  • Categorizes, quantifies, and reports KPIs and service levels associated with the incidents, and identifies trends & opportunities for standardization and/or automation

  • Engages in post-incident analysis, learning, and action planning including oversight and implementation of recommendations for improvements through preventative mechanisms, and reduces common incident recurrence.

  • Coordinates with Shopify Core incident response teams for systems and process alignment, and to share best practices.


  • Demonstrated ability to manage competing priorities

  • Superb communication and presentation skills: distills complex information into easily digestible, succinct communications and presentations to guide your stakeholders understand the importance of their contribution to resolve, mitigate, and eliminate incidents

  • Proven self-starter: possess the curiosity and motivation to continuously learn and operate without clear directives and thrives in an ambiguous and ever-changing organization 

  • Experience in coordinating incident responses and communications in a dynamic and fast-paced environment with appropriate tools and techniques

  • Strong knowledge of shipping and inventory management

  • A team player mindset with flexibility to take on & master varying Merchant Success tasks (i.e. reporting requests, multi-day task coordination, fulfillment history audits, project managing operational tasks across multiple fulfillment centers, and billing reviews)

Additional Information

All your information will be kept confidential according to EEO guidelines.

Our belief is that a strong commitment to diversity & inclusion enables us to truly make commerce better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Please take a look at our Sustainability Reports to learn more about Shopify’s commitments to our communities, and our planet.

At Shopify, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying.

Tags: Audits Automation Incident response KPIs Machine Learning

Regions: Remote/Anywhere North America
Country: Canada
Job stats:  8  1  0

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