Senior Product Manager, Conversational AI

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 teams work cross-functionally with GTM functions, think “whole product”; Product Managers are full-stack and own outcomes. They are, therefore, responsible for the entire lifecycle of product development from discovery, delivery, adoption, and measuring impact.

Using an agile at scale model (Tribe x Squads), 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 ecommerce product challenges!

📢  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. We leverage machine learning, large language models, external data integrations and our understanding of merchant's business processes to automate as much as possible shopper merchants interactions.

About the Conversational AI tribe

As the Conversational AI tribe, we develop tools like chatbots to handle customer/merchants interactions without human intervention. This allows online e-commerce merchants to provide timely responses to their customers to answer their questions and generate more business for merchants.

The Conversational AI tribe leverages all the latest technologies (AI, LLMs) to seamlessly answer shoppers inquiries and recommend the best product to match shoppers preferences. You can think about us as the startup within the startup with a product launched in late 2021 that now represents 20% of the overall company revenue.

Join the Conversational AI tribe, a main growth driver for the company, come tinker with the cutting-edge software innovations transforming the tech industry and reshape the way online stores & shoppers interact with each other.

What you will do

As a Senior Product Manager, you will drive the development of tools that enable merchants to automate shopper interactions. Your mission: to create a world-class conversational bot that delivers fast, accurate, and personalized responses using state-of-the-art AI technologies.

• Strategic Leadership: Collaborate with an engineering manager and product designer to define the squad’s vision, set actionable goals, and ensure alignment with the tribe’s broader strategy.

• Product Ownership: Develop and iterate on a comprehensive product strategy and quarterly roadmap. Prioritize features and deliver measurable outcomes tied to OKRs.

• Innovative Problem Solving: Design a conversational bot that powers communication across channels like email, chat, and contact forms, used by 100K+ daily users interacting with 7,000+ businesses. (For a live example, check out Steve Madden’s site).

• Cross-Functional Collaboration: Partner with data scientists, engineers, designers, product marketers, and customers to deliver features that align with the highest quality standards.

• User-Centric Approach: Deeply understand merchant and shopper needs through qualitative and quantitative research. Gather insights from interviews, surveys, social media, and customer interactions.

• B2B & B2C Dynamics: Navigate the unique challenges of building tools for merchants (B2B) while enhancing the experience for their shoppers (B2C).

This role offers a unique opportunity to shape the future of conversational AI, driving innovation and growth for a product at the forefront of the industry.

Who You Are

• You curious, passionate and entrepreneurial with a high technical acumen.

• You have a strong career progression in product management at a strategic level owning roadmaps

• You have a solid analytical skillset using BI tools, SQL, or related coding language.

• You excel in a fast-paced environment, staying organized and providing structure to the team while prioritizing new initiatives.

• You thrive on change and are resourceful when facing ambiguity

• You're obsessed with delivering value to customers and base your decisions on facts & data

• You've had significant & quantifiable impacts on past products you've worked on

• You have ecommerce industry experience

• You have experience working with business and end consumers (B2B2C)

• You have some experience working with building application using Large Language Models (ChatGPT, Claude, Llama or equivalent) (a great plus)

• You have experience with a helpdesk or customer communications platform (a great plus)
  
  Company Benefits and Perks

• 🏖️ 5-week vacation plus 2 weeks RTT

• 🤕 Paid sick leave

• 🌏 6 weeks full remote/year

• 🧸 Paid parental leave (16 weeks)

• 🚊50% of public transportation reimbursed

• 💻 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 and wellness support per year! This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 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

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.

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 accommodation@gorgias.com. Let’s grow together!