Program Manager, Shipping Carriers

Job Overview

  • Date Posted
    August 22, 2023
  • Location
  • Expiration date
    September 16, 2023

Job Description

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. Since 2006, we’ve grown to over 10,000 employees and generated over $496 billion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.


About you

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

  • Care deeply about what you do and about making commerce better for everyone
  • Excel by seeking professional and personal hypergrowth
  • Keep up with an unrelenting pace (the week, not the quarter)
  • Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
  • Bring critical thought and opinion
  • Embrace differences and disagreement to get shit done and move forward
  • Work digital-first for your daily work

About the role

The Program Manager, Shipping Carriers role is responsible for ensuring smooth and optimized operations of our shipping carrier programs and for analyzing shipping carrier rates to drive financial and product decisions. This role is embedded within the Shipping product team within the Shopify Merchant Services group. 


In this role, you’ll be the resident expert in shipping carrier rates. You’ll work to guarantee the correct implementation of rates as well as to minimize incidents stemming from fraud or discrepancies between purchase and invoice costs. You’ll also partner closely with the Shipping product team to inform strategies around shipping carrier mix and product pricing. 


  • Own the end-to-end monitoring of transportation carrier programs, including issue identification and resolution, fraud management, SLA monitoring and partner escalations. 
  • Analyze shipping carrier rates to support rate changes, carrier negotiations and product decisions.
  • Partner with Engineering teams to ensure accurate implementation of rate changes whenever Shopify or a carrier initiates a change. Validate that the correct rate changes are in effect. 
  • Conduct monthly fraud reconciliation with transportation carriers. 
  • Conduct regular audits of Shopify Shipping label purchases to identify discrepancies between purchase and invoice costs. Identify resolutions of root causes of discrepancies and release billing adjustments to merchants.


  • Strong problem-solving and analytical skills to effectively identify and resolve issues.
  • Strong communication and negotiation skills to collaborate with partners and internal and external stakeholders.
  • Proficiency in data analysis and ability to derive insights for decision-making.
  • Basic knowledge of Excel and SQL query writing. 
  • Attention to detail and ability to maintain accuracy in data and documentation.
  • Ability to adapt to changing requirements and prioritize tasks effectively.
  • Knowledge of relevant industry practices and regulations.
  • Experience in managing complex processes and programs.

We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Edna is a real live person (👋🏻) and looking forward to learning more about you through your application.

This role will be closing on August 30th 2023. 


The shape of a Shopify career

Ben joined Shopify as a frontline Support Advisor with no background in programming or computer science. He’s now a Director of Engineering. Spanning 10 jobs on 7 teams in 9 years, Ben’s Shopify career path has twisted and turned as he’s worked relentlessly to pursue a career as an engineer and adapted to the pace of change—all fuelled by personal and professional hypergrowth.

Our mission as a company is to spread entrepreneurship and help individuals become their own bosses and take control over their lives. I truly believe this mission and value in extreme personal growth and development extends to what’s expected as a Shopifolk. Shopify doesn’t like to tell people what to do. Not only is your career in your own hands, a lot of your day-to-day is too, which can be jarring for many people. To thrive here, you need to be someone who’s willing to take big bets on yourself and figure things out on your own.

Ben Cox
Director, Support & CX Engineering