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 –&nbsp;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.

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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Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands. Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.About the TeamOur Data Analytics team is a cross-functional team that works hand-in-hand with all of the other teams at Gorgias (Marketing, Partnerships, Sales, Success, Support, Product and Engineering).Our core mission is to maximize Gorgias’s impact by empowering our stakeholders to make data-backed decisions by providing them with accurate data & driving business insights.This 18 person team itself is composed of two main sub-teams:<ul><li>Business Intelligence: partners with the rest of the company by providing ROI driven insights and recommendations, and by giving them the data resources needed to achieve goals. The team specializing in two key areas of expertise: product analytics, and Go-To-Market analytics supporting Product, Engineering and all our GTM functionas</li><li>Analytics Engineering: responsible for the management and maintenance of the Data Platform, including all data pipelines and assets. Their primary goal is to ensure that accurate and easily accessible data is provided at scale to end users.</li></ul>About the RoleWe are seeking a strategic and analytical leader to join our leadership team as the Vice President of Data Analytics. This role will report directly to the CFO and will be instrumental in helping scale this high-performing Data Analytics team for the next growth phase of Gorgias. You will oversee the development of the team, the evolution of our analytics models and strategies that enhance operational efficiency, facilitate cross functional insights and optimize customer experiences. This position reports directly to the CFO and will work closely with executive leadership to inform decision-making and strategic planning. Here’s what you will do:<ul><li>Executive Business Partnering: This role will be a critical partner to our VP Product, CRO, CMO, CFO and CEO. You will build strong relationships with these senior leaders to understand their needs, and help them leverage data analytics for strategic decision-making, forecasting, and identifying new business opportunities. Be the key liaison between business requirements and the Data team, acting as the translator between the organization, providing the ability to consume and communicate both technical and business context effectively.</li><li>Strategic Leadership: Develop and implement a comprehensive and modern analytics strategy and roadmap. Enhance Gorgias data maturity, inform strategic decisions, product offerings, and drive innovation and long-term business growth. Help the business derive real time insights to drive decision making.</li><li>Data Management and Accessibility: Own the integrity of the key data sources of truth and ensuring that the data is easily available to the business. Collect business data requirements, and collaborate with Data Platforms and Engineering teams to prioritize and execute plans to increase self-service knowledge management and data capabilities.</li><li>Stakeholder Communication: Present data findings and insights to senior leadership and stakeholders, translating complex analyses into clear and actionable recommendations.</li><li>Operational Excellence: Assess the data analytics department’s current practices, processes, and systems to identify opportunities for improvement. Drive the development and implementation of a strategic plan aimed at boosting operational excellence and scalability.</li><li>Team Leadership: Build, develop, and lead a high-performing data analytics team, fostering a culture of ownership, innovation, and continuous improvement. Responsible for creating development plans for the analytics team and coaching team into a high-performance team.</li><li>Advanced Analytics: Stay at the forefront of industry trends and emerging technologies in data analytics abreast on industry trends and best practices to ensure that you are implementing advanced analytics techniques, to drive insights and enhance product offerings.</li></ul>Who You Are<ul><li>15+ years of experience in a highly quantitative role, turning data into business insights with 5+ years in an executive role leading a large Analytics Organization</li><li>Experience leading both Product Analytics (understanding how to influence product roadmap) and GTM Analytics (partnering with marketing, sales, partnerships, revops, finance)</li><li>Ability to clearly and effectively communicate complex analytical insights to both technical and non-technical audiences.</li><li>Proven track record of delivering analytics-based solutions to complex, cross-functional business problems, optimizing processes, and effectively communicating insights to senior stakeholders.</li><li>Comfortable with both rolling up sleeves with team and writing SQL queries to communicating the strategic takeaways to C-level audience from technical analysis</li><li>Exceptional analytical and strategic thinking skills, with the ability to interpret complex data, extract business insights, and develop solutions that drive measurable results.</li><li>Extensive experience in operational excellence, including process and system optimization, scalability, and the development and management of performance metrics.</li><li>Demonstrated ability to collaborate effectively with C-suite leaders and cross-functional teams, aligning on strategic priorities to achieve shared objectives.</li><li>Outstanding communication skills, with the ability to present complex and technical concepts clearly to diverse audiences, including senior executives.</li><li>Experience: 10+ years of experience in data analytics with at least 5 years in a leadership role, preferably within the SaaS or cybersecurity industry.</li><li>Education: Bachelor’s degree in Data Science, Statistics, Computer Science, Finance, or a related field.</li></ul><h4>Perks and Benefits</h4><ul><li>🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)</li><li>🤕 Paid sick leave</li><li>🧸 Paid parental leave (16 weeks)</li><li>💻 MacBook Pro</li><li>🍽️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)</li><li>🏥 We provide private health insurance and retirement pension</li><li>💆🏻‍♀️ Get up to $700 USD to set up your workstation at home (working from home should feel breezy)</li><li>📚 Get up to $2000 USD of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)</li><li>🥰 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!</li></ul>Diversity & Inclusion at Gorgias We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>. Let’s grow together!

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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

Customer Support Team

📊 Data Analytics team's mission is 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.

Data Analytics Team

Engineering Team

💰 The Finance & Strategy team's mission is to empower department leaders with insights, tools, and data to make decisions about where to place bets and allocate capital.

Finance & Strategy

🗣️ 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

Our mission is to have Exceptional People Grow in an Exceptional Environment

People Team

At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers 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 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.

Product & Design 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.

VP of Data Analytics

Gorgias

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