Senior Engineering 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.

Gorgias

If your referral is hired by Gorgias, you will receive 1.000$ for an IC position and 1.500$ for a management opening. Thanks for your help!

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Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation. Join us in our mission to deliver effortless support at every stage of growth.Please note, this is a 12 month contract role<h4>About the Product Team at Gorgias</h4>✍️ At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Managers are responsible for defining and delivering against a roadmap prioritised to deliver maximum value for our customers and Gorgias. 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.Convert is all about growing revenue for our MerchantsConvert is the newest product suite in the Gorgias portfolio - our goal is to help our merchants realise as much revenue as possible through the deployment of personalized messaging to their customers at the right time and on the right channel. We are a small, tight-knit, energetic and outcomes driven, cross-functional team trying to revolutionize conversion optimisation. To give you an idea of the types of things we aim to solve, here are some high level challenges we wrestle with on a daily basis:📢  Challenge 1: Increase revenue per visitor. Our Merchants spend a lot of money, effort, and resource on driving potential shoppers to their stores. Yet, on average, only 3% of visitors actually make a purchase. Convert aims to increase the average conversion rate and average order values by finding and deploying capabilities that help our Merchant’s traffic find the right products and overcome the friction of buying.🚀  Challenge 2: Grow lifetime value (LTV). Repeat customers typically represent 20% of all revenue for Merchants, but only a handful of customers ever buy more than once. Convert’s role is to understand what drives repeat purchases and create the tools that help our Merchants grow their pool of repeat buyers.🤖  Challenge 3: Focus on outcomes, not campaigns. Conversion optimisation is hard work that can require lengthy testing, learning, and analysing; a skillset that not every merchant has the capacity or time for. Leveraging AI and ML, Convert needs to take the heavy lifting away from the Merchant by deploying the tactics that will maximize their goals, so Merchants can focus on the outcomes, not the campaigns.<h4>About the role</h4>At Gorgias, we're seeking a contract Senior Product Manager to spearhead the Convert Squad, a team dedicated to delivering features and capabilities that ultimately maximize our Merchant’s sales outcomes (ie. LTV, AOV, Gross Merchandizing Value (GMV)).As the leader of the Convert Squad, your role will encompass the discovery, development, delivery, and maintenance of all Convert product features and capabilities.We are looking for someone who is curious, passionate, and entrepreneurial with a high technical acumen. Your responsibility will be to drive the expansion and refinement of our Convert proposition. This role is ideal for a Sr. Product Manager eager to make a significant impact on how e-commerce Merchants sell their products across all of their channels.<h4>What You'll Do</h4><ul><li>Collaborate with an Engineer Manager, Product Designer and Engineers to set & reach your squad goals that are aligned with the company’s strategic direction</li><li>Identify and quantify unique opportunities for Convert to grow key Merchant metrics where Gorgias has a competitive advantage</li><li>Create novel and LEAN methods to validate hypotheses and measure expected value through beta testing</li><li>Working cross functionally with Product Design and engineering, you will scope those features that create the greatest value for our Merchants, and see them through to delivery</li><li>Educate GTM teams (Sales, Marketing, CX) on new features, their USPs and anticipated impact on Merchant outcomes</li><li>Understand what our Merchants want / need through quantitative & qualitative feedback, constantly interacting with our customers via interviews, email, social media & internal teams.</li></ul><h4>Who You Are</h4><ul><li>Strong career progression in Product Management (4+ years)</li><li>A strategic approach to product management, owning product roadmaps and vision</li><li>Solid analytical skillset using BI tools, SQL, or related language.</li><li>Experienced in leading large-scale projects for a SaaS product with measurable impact</li><li>Experience working in an Agile/Scrum environment</li><li>Deep sense of empathy and collaboration with diverse backgrounds</li><li>Curiosity-driven, proposing innovative solutions</li><li>Values honest feedback, continuous improvement, and proactive communication</li><li>Team player with clear and effective communication</li><li>Data-driven, holistic thinker with a growth mindset</li><li>Bonus points for: Marketing, Conversion Rate Optimization, and / or ecommerce platform experience</li></ul><h4></h4><h4>Interviewing Process</h4><ul><li>Meet Dan, your future manager, VP Product, Convert - 45 min</li><li>Prepare a case-study at home (2 - 4 hours effort) with a 72-hour deadline</li><li>Present your case study to a panel of peer. You’ll have 45-min to present and defend your case study.</li><li>Meet our exec leaders<ul><li>Our VP of Product, this is a good time to ask difficult questions and see if we are a good match for you! - 45 min</li><li>Co-founder, don’t hesitate to ask about vision and any technical challenges - 30 min</li></ul></li><li>References (3) - 15 Minutes Each</li></ul><h4>Why join us? </h4>🚀 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🎥 <a target="_blank" rel="noopener noreferrer nofollow" href="https://drive.google.com/file/d/19QAYCdGS23FkW5IPR_Of2ltlYzyOVUlN/view?usp=sharing">Here</a> is an interview with one of our team member’s experiences from our most recent company retreat to Cancun! <h4>More cool things to know about Gorgias... 😁</h4><ul><li>Raised our Series C-2 for $29M in May 2024: <a target="_blank" rel="noopener noreferrer nofollow" class="PlaygroundEditorTheme__link PlaygroundEditorTheme__ltr" href="https://finance.yahoo.com/news/gorgias-raises-29m-funding-lead-120000497.html">Article Here</a> ⬅️ </li><li>We went from 0 to 15,000+ merchants using our platform since 2016</li><li>We have a <a target="_blank" rel="noopener noreferrer nofollow" class="PlaygroundEditorTheme__link PlaygroundEditorTheme__ltr" href="https://www.glassdoor.com/Overview/Working-at-Gorgias-CA-EI_IE2320711.11,21.htm">4.3 rating on Glassdoor</a> & <a target="_blank" rel="noopener noreferrer nofollow" class="PlaygroundEditorTheme__link PlaygroundEditorTheme__ltr" href="https://www.comparably.com/companies/gorgias">4.7 Comparably culture score</a></li><li>What our customers are saying: <a target="_blank" rel="noopener noreferrer nofollow" href="https://apps.shopify.com/helpdesk#reviews">apps.shopify.com/helpdesk#reviews</a></li><li>Other positions: <a target="_blank" rel="noopener noreferrer nofollow" href="http://gorgias.com/about-us/jobs">gorgias.com/about-us/jobs</a></li><li>Discover the <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.youtube.com/watch?v=4sLFpe-xbhk">Gorgias Platform</a></li><li>Learn about our <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.gorgias.com/blog/international-saas-salary-calculator">Compensation Policy</a></li></ul>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 <a target="_blank" rel="noopener noreferrer nofollow" class="c-link c-link--focus-visible" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>

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⭐️ Here at Gorgias, our Customer Success Team is on a mission, and it's not just to hit targets. We're becoming best-in-class! We've got a blend of passion and expertise, with 17 dedicated Customer Success Managers (CSMs), guided by three Team Leads, with oversight from a Director. Each Team Lead has six CSMs, to give every CSM coaching and mentorship, allowing the opportunity to fine-tune their skills and grow in their roles. We've put in place a growth track designed to help CSMs achieve outstanding results in their customer success careers. Even though our team members are located around the world from Australia to Romania, we've got a strong team culture that thrives on collaboration, communication and mutual support. We even have in-person events for team building and time for some fun.

Customer Success Team

Engineering Team

💰 The Finance & Strategy team at Gorgias is a dedicated group of nine professionals with expertise in various domains, including accounting, finance, legal, and strategy. 
Our mission is to firstly, safeguard and enhance the financial well-being and stability of Gorgias, and secondly, to facilitate the strategic planning and development of our future endeavors. 
Within the team, we have a well-balanced composition, comprising five accountants, two finance experts, one strategist, and one legal expert, working collaboratively to support Gorgias' financial health and guide our path forward.

Finance & Strategy

📊 Growth Ops team's mission is to maximize Gorgias's impact by empowering all other teams to make data-backed decisions by providing them with accurate data & assisting them in driving insights.

Growth Ops Team

🗣️ Marketing's team ambition is for our product to be widely recognized by the e-commerce ecosystem as the most impactful helpdesk for online stores. We want every single e-commerce owner to have Gorgias in mind when they think about customer experience solutions.

Marketing Team

Sales Team Mission: As the Sales team, we are dedicated to driving growth and creating value for ecommerce merchants and their customers. Our mission is to turn opportunities into customers, and empower ecommerce merchants to deliver exceptional customer experience, automate up to 30% of support and increase website conversion by 15%.

Partnerships Team Mission: As the Partnerships team, we are dedicated to identifying new opportunities, nurturing partnerships, and creating value for ecommerce merchants, their customers, and the overall ecosystem of ecommerce partners. Our mission is to drive growth through strategic partnerships, increase our market presence, and empower ecommerce merchants to deliver exceptional customer experience.

Senior Product Manager, Convert - Fixed Contract

Gorgias

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