Shopify Transitions Specialist - 35693

Position Overview

Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America.

The Shopify Transitions Specialist is responsible for supporting the successful transition, optimization, and ongoing operational effectiveness of the Shopify platform. This role combines product management, platform support, issue resolution, and operational enablement to ensure Shopify solutions meet business needs and deliver a consistent user and customer experience.

Responsibilities

Issue Resolution & Ticket Management:

• Track, prioritize, and manage outstanding issues and support tickets through resolution.
• Partner closely with Project Managers (PMs) to provide ticket updates and maintain accurate tracking through JIRA and/or Slack platforms.
• Ensure timely follow-up with business stakeholders and PMs regarding ticket status, resolution progress, risks, and next steps.
• Partner with Training leaders to create, maintain, and update process documentation, training materials, and knowledge resources.
• Document issues, root causes, resolutions, and process updates to support knowledge sharing and continuous improvement initiatives.
• Identify recurring trends and collaborate with appropriate teams to implement long-term corrective and preventative solutions.
• Identify recurring trends and collaborate with appropriate teams to implement long-term corrective and preventative solutions.

Cross-Functional Collaboration:

• Communicate platform issues and updates effectively to retail operations teams through Axios and Slack Channels.
• Provide day-to-day support and guidance to team members navigating Shopify-related processes, tools, and operational workflows.
• Assist with creating and reviewing training materials in partnership with the Learning and Development team.
• In partnership with the Learning and Development team, serve as a "train-the-trainer" lead for field teams by facilitating training sessions, validating operational readiness, gathering user feedback, and ensuring successful adoption of new Shopify enhancements and processes.