Senior Product Operations Manager

Meet Gorgias, the customer service platform designed for ecommerce merchants, and built to provide amazing experience to shoppers at scale on Shopify, BigCommerce, and Magento. Our product empowers merchants to manage all their customer service in one place over email, live chat, voice, Facebook, Instagram, Twitter, and SMS.

Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time.

We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters.

We’re still growing fast and looking for new teammates who want to grow with us.

About Product Operations at Gorgias

✍️ At Gorgias, Product, Design & Engineering teams work cross-functionally with GTM functions, think “whole product”. As our Senior Product Operations Manager, you will be foundational member of the P&E Ops teams which we hope to grow very soon.

What is Product Operations at Gorgias? Product Ops functions vary from one company to another and is a new function for growing SaaS organization. At Gorgias we believe P&E Operations team members are the Product Managers of the P&E organization. The same support the whole Product, Design and Engineering team to catalyze their impact, efficiency and fulfillment in the work place.

At Gorgias, we use an agile at scale model with Tribe x Squads which own a specific outcome represented by a single OKR focused on delivering the most customer value for their specific domain of ownership. Teams prioritize features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Lastly, note that Gorgias is a fast-paced and high-growth company, and our team reflects that: we need to be agile, concise & precise executioners. Between each other, we value candor & honesty. We love sharing & receiving feedback to achieve product & operational excellence.

🙋 As a Senior Product Operations Manager, your job will be to provide the right environment for them to deliver their best work through the right set-up of people, processes and tools. You will rely on internal domain experts to build the right framework through a product management methodology: user research, prototyping, user validation, feedback collection and iteration.

Join us to transform ecommerce through exceptional shopper experience!

🎁Great customer service is the new normal. Shoppers are more discerning than ever and demand both hyper-responsive engagement and hyper-personalized service. And all of this with an empathetic human touch that is available across all channels from web to mobile to social. We are shaping the future of online shopping experience.

🚀Brands want to focus on their products, and very few have the time, scale, and know-how to compete on customer service. It is a complex craft, where cutting-edge AI technologies empower large teams of humans to operate at peak efficiency. Gorgias is among the most intense workflow products in the world, where we need to solve among the most complex UX challenges.

🤖Gorgias is a platform-native product. We have over hundreds of apps in our app store that allows merchants to connect all their tools into one single solution that is uniquely theirs. Our role is to maximize the value they get by connecting all these technologies into a single human-centric system that is easy to use and easy to scale.

🚀 Example of ongoing projects includes:

• Creating new multi-step automation flows to offer self-service support for shoppers

• Building AI powered agent and shopper experience to maximize efficiency

• Creating smart engagement campaigns to turn visiting leads on site into paying customers

What You'll Do

As a Senior Product Operations Manager, Gorgias for someone with a high growth mindset, ready to build a function from scratch and whose responsibilities will focus on 4 main pillars:

• Strategic alignment: making sure all teams work on the right projects in line with the company strategy by reviewing & challenging teams OKRs & strategies in collaboration with P&E leadership, building & distributing core product methodologies (discovery, scoping, etc.) and defining clear work agreements with other teams (launch process, product analytics, etc.)

• Customer Intelligence: providing the right information for the teams to make the right decisions by assisting teams for manual insight collections, working with other teams to distribute top-level insights (contact rate reasons, closed/lost reasons, etc.), owning our NPS & internal qualitative insights aggregation (ProductBoard) analysis and reporting.

• Team Enablement: making sure teams work in the best conditions through clear process and tools by management our internal P&E tool stack and people operations (onboarding, offboarding, events, etc.), helping leadership on controlling out team’s P&L and maintaining our internal workspaces (Notion, Linear, etc.)

• Operational Excellence: making sure teams work in the best conditions through clear process and tools by being warrant of P&E ceremonies, quarterly & strategic planning; challenge & audit product activation initiatives; upskill our teams through better knowledging sharing (P&E handbook, internal trainings, etc.) and providing a framework for coaching & mentoring.

Who You Are

• Doer mindset: You don’t take no for an answer; bold & creative, you push the boundaries. You believe actions speak louder than words. You see leadership as sponsors and a resource to achieving your goals rather than treat them as top-down stakeholders that you aim to please. You know how to navigate from managing expectations of top leadership to running project reviews deep into the weeds with your teams.

• Self-starter: You are autonomous, agile and resourceful. You are comfortable bring calm & order in a constantly changing environment. You love scaling your impact by automating mundane task through simple framework & processes that help teams reach operational excellence. You aim for excellence with an iterative, scrappy, and trial & error approach.

• Empathetic leadership: You believe in getting buy-in to effectively roll-out decisions or plans; excellent & smart communicator, you know who, when, and how much information needs to be shared with the relevant stakeholders. You deeply care about the implications of your decisions, and don’t just bully your way to reach your goals. You base your decisions on facts & data.

• Radical prioritization: You acknowledge that we have 24 hours in a day and are comfortable saying no. You don’t hesitate to push back, revamp or kill any redundant or low impact existing processes, rituals or artefacts. You constantly revisit your workload in order optimize your time for maximizing impact. You are comfortable setting up OKRs with measurable outcomes.

Perks and Benefits

• 🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Personal credit card to buy lunches (we use Swile)

• 🏥 We provide private health insurance (we use Alan)

• 💆🏻‍♀️ Get up to €700 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to €2000 of learning material per year (includes books, courses, and training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats! (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people!)

Why join us?

🚀 We're among the fastest-growing startups in the eCommerce ecosystem

🦄 We've built an extremely efficient go-to-market engine

🥇 Work with a talented team you'll learn a lot from

🙏 Join a company where automation and good & clean data are core beliefs shared by all

🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun! 

More cool things to know about Gorgias... 😁

• Raised our Series C for $30M in 2022: TechCrunch Article ⬅️

• We went from 0 to 10,000+ merchants using our platform since 2016

• We have a 4.7 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [email protected]