Product Operations Manager

Job title:

Product Operations Manager

Company:

Gorgias

Job description

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 Product Operations at GorgiasAt Gorgias, Product, Design & Engineering teams work cross-functionally with GTM functions, think “whole product”. As our 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 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 shoppersBuilding AI powered agent and shopper experience to maximize efficiencyCreating smart engagement campaigns to turn visiting leads on site into paying customersWhat You’ll DoAt Gorgias, as a Product Operations Manager with a high growth mindset, you’ll be ready to build a function from scratch with responsibilities focusing on four main pillars:Strategic Alignment: Ensuring all teams work on the right projects in line with the company strategy by reviewing and supporting team OKRs and strategies in collaboration with P&E leadership, assisting in building and distributing core product methodologies (discovery, scoping, etc.), and helping define clear work agreements with other teams (launch process, product analytics, etc.).Customer Intelligence: Providing the right information for the teams to make informed decisions by assisting teams with manual insight collections, working with other teams to distribute top-level insights (contact rate reasons, closed/lost reasons, etc.), owning our NPS and internal qualitative insights aggregation (ProductBoard) analysis and reporting.

Team Enablement: Ensuring teams work in optimal conditions through clear processes and tools by managing our internal P&E tool stack and people operations (onboarding, offboarding, events, etc.), supporting leadership in controlling the team’s P&L, and maintaining our internal workspaces (Notion, Linear, etc.).Operational Excellence: Ensuring teams work in the best conditions through clear processes and tools by managing P&E ceremonies, quarterly and strategic planning; assisting in challenging and auditing product activation initiatives; upskilling our teams through better knowledge sharing (P&E handbook, internal trainings, etc.), and helping provide a framework for coaching and mentoring.Who You AreDoer Mindset: You don’t take no for an answer; bold and creative, you push the boundaries. You believe actions speak louder than words. You view leadership as a resource to achieving your goals and work collaboratively with them. 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 bring calm and order to a constantly changing environment. You love scaling your impact by automating mundane tasks through simple frameworks and processes that help teams reach operational excellence. You aim for excellence with an iterative, scrappy, and trial-and-error approach.Empathetic Leadership: You believe in getting buy-in to effectively roll out decisions or plans. As an excellent and smart communicator, you effectively share information with relevant stakeholders as needed. You deeply care about the implications of your decisions and don’t just push your way to reach your goals. You base your decisions on facts and 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 artifacts. You constantly revisit your workload to optimize your time for maximum impact. You are comfortable setting up goals with measurable outcomes.Perks & Benefits🏖️ 5-week vacation plus 2 weeks RTT (We follow each country’s appropriate PTO Laws)🧸 Paid parental leave (16 weeks)💻 MacBook Pro🍽️ Personal credit card to buy lunches (we use )🏥 We provide private health insurance (we use )💆🏻‍♀️ Get up to €700 to set up your workstation at home (working from home should feel breezy)📚 Get up to €2000 of learning material & wellness 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! ( is the photo album from our company retreat in Mexico in 2022, when we were a total of 200 people!)More cool things to know about Gorgias… 😁Raised our Series C-2 for $29M in May 2024: ⬅️We went from 0 to 15,000+ merchants using our platform since 2016We have a &What our customers are saying:Other positions:Discover theLearn about ourGorgias 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

Expected salary

Location

Paris

Job date

Sun, 04 Aug 2024 01:04:48 GMT

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