Senior Product Manager - Enterprise

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide - from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding.

Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand's support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Product team at Gorgias

At Gorgias, Product & Design teams work cross-functionally with GTM functions, think "whole product"; Product Managers are full-stack, conduct their own research and own outcomes.

They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.

Using an agile at scale model (Tribe x Squads), across all our teams we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing 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.

Join us to solve energizing product challenges of ecommerce!

Great customer service is the new normal. Shoppers are more discerning than ever and demand hyper-responsive engagement and hyper-personalized service.

And all this with an empathetic human touch available across all web, mobile, and social channels. We are shaping the future of the 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 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 the most complex UX challenges.

Gorgias has over 100 apps in our ecosystem that allow 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.

About the Ecommerce CRM team

The Ecommerce CRM team at Gorgias is a cross-functional group of Product Managers, Designers, and Engineers responsible for building and maintaining the core product features that power our CX platform.

The team focuses on delivering tools and capabilities that enable merchants to scale their customer support operations efficiently.

From deep integrations with ecommerce platforms like Shopify to building robust multi-channel messaging across email, chat, and social, the team works on developing features such as advanced reporting, customizable workflows, and enterprise-level security to meet the complex requirements of large-scale merchants.

About the Role

As a Senior Product Manager, Enterprise Platform , you'll drive the development of features specifically designed to meet the demands of our enterprise customers (>

$20M gross merchandise value). You will work across the entire platform , helping identify gaps and opportunities to ensure our product is well-suited for larger organizations with complex needs.

Your mission is to define and execute on an enterprise roadmap that enhances scalability, security, and performance while providing features that help us win and retain larger deals.

You'll collaborate with cross-functional teams, including engineering, sales, and customer success, to ensure that enterprise-grade features such as advanced reporting, integrations, security, and multi-channel support are prioritized and delivered on time.

What You'll Do

Define the Enterprise Roadmap : Lead the strategy and execution for enterprise features like advanced reporting, integrations, and scalability improvements.

Challenge the status quo to reshape Gorgias for enterprise clients.

• Identify and Address Enterprise Needs : Conduct customer research to understand the unique needs of enterprise clients and address feature gaps, particularly in scalability, security, reporting, and integrations.
• Manage Cross-Functional Projects : Oversee large-scale projects across multiple teams to ensure enterprise-readiness, from performance and stability to multi-channel support and integrations.
• Drive Enterprise Adoption : Take ownership of adoption for select enterprise customers, working hands-on with sales and success teams to ensure they thrive on Gorgias.
• Own Enterprise Voice of Customer : Engage with key accounts to gather feedback, and use insights to continuously shape the product roadmap.
• Enable Large-Scale Integrations : Lead the development of enterprise-level integrations and multi-channel support to ensure smooth onboarding for large merchants.
• Deliver Enterprise Reporting & Analytics : Drive the development of advanced reporting features, helping large merchants track success within Gorgias.
• Address Enterprise Gaps : Continuously identify and address gaps in the product for enterprise customers, proactively managing churn risks through key feature improvements.
• Get Enterprise-Level Scalability and Performance : Collaborate with platform engineers to ensure enterprise-grade security, uptime, and overall system performance.

Prioritize initiatives that strengthen stability and meet the rigorous demands of large merchants.

Who You Are

Proven experience in product management with a focus on enterprise software for customers with complex, large-scale needs.

You must have a deep understanding of what it takes to make a platform enterprise-ready.

• Track record of challenging the status quo : You have experience leading high-impact, cross-functional projects that pushed the boundaries of an organization, transforming how a product operates at scale.
• Deep understanding of enterprise readiness : You know what it means to deliver enterprise-grade reliability, scalability, performance , and security .

You understand the expectations of large merchants and have experience bringing a product up to the standards of enterprise clients.

• Hands-on approach to driving enterprise adoption : You're not afraid to jump in and ensure that key enterprise clients have a smooth onboarding and adoption experience, personally managing success for high-value accounts.
• Doer Mindset : You push boundaries, finding creative ways to get things done. You lead by example, navigating between executive expectations and project-level details.
• Self-Starter : You thrive in fast-changing environments, building scalable processes to help teams achieve operational excellence through efficiency and automation.
• Empathetic Leadership : You communicate effectively, balancing data-driven decisions with stakeholder buy-in. You care about the impact of your choices, leading with empathy.
• Radical Prioritization : You focus on high-impact tasks, comfortably saying no to low-priority items. You constantly revisit your workload to ensure maximum value.

Nice to Have :

• Experience working in the ecommerce space, particularly with partners in the Shopify Plus ecosystem.
• Experience with messaging platforms with use cases similar to Gorgias.

Benefits

• 5-week vacation
• Paid sick leave (15 days)
• 6 weeks full remote / year
• Paid parental leave (16 weeks)
• MacBook Pro
• CAD $400 / month for lunch expenses (you'll have your own Gorgias credit card)
• We provide private health insurance and retirement pension
• Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)
• Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget.

Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

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!

More cool things to know about Gorgias...

• Raised our Series C-2 for $29M in May 2024 : Article Here
• We went from 0 to 15,000+ merchants using our platform since 2016
• We have a 4.3 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 redacted