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Gorgias
Gorgias

Head of Product, Ecosystem

Permanent contract
San Francisco
Salary: Not specified
No remote work

Gorgias
Gorgias

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The position

Job description

Gorgias helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento.

Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning. 💬 + 📦 = ❤️

We've been around since 2015, and we're serving over 9500+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our revenue grew by 80% in 2021 after we raised $25 million Series B in December 2020. We doubled our global team and we accelerated our progress towards our mission to transform support from painful to exceptional for merchants. 🥳

Join us to drive the most connected Product team at Gorgias

Gorgias’ Product is a big hub that connects Ecommerce merchants with their customers. It has multiple interconnected facets: many channels (emails, chat, social, and more), many customer profile data sources (ecommerce, CRM, and more), and triggers multiple actions that the platform can take in other systems (refunds, change orders, and more).

We power entrepreneurs and developers who build their businesses on Gorgias.

As the leader of Product Ecosystem, you will oversee all dimensions of our ecosystem

Strategize and evolve the platform capabilities of Gorgias as a developer platform.

Extend and deepen, in partnership with our Business Development team, our Global Partner network.

Create a delightful and engaging developer experience, so that they can build powerful applications quickly.

What You'll Do

  • Shape the long-term vision and strategy for the Gorgias Developer Platform.
  • Enable merchants to connect with their customers on all channels that matter to them, globally, whether they are well-established or nascent.
  • Anticipate the evolution of Ecommerce, so that we can help merchants grow their business faster.
  • Hire and mentor world-class talent, in the US and Europe.
  • Engage directly with customers to understand their needs of today and tomorrow.
  • Collaborate with other leaders in Product, Engineering, Design, and Marketing to define our roadmap and meet the business goals of the company.
  • Lead the execution of the Ecosystems roadmaps.
  • Define and deliver business impact metrics.

    • Who You Are

  • You have a Master's Degree in a relevant field or equivalent past work experience
  • You've led a product team of 3+ through the entire product development process
  • You are comfortable working in a fast-paced environment with clear measurable OKRs
  • You're close to customers and base your decisions on facts & data
  • You've had significant & quantifiable impacts on past products you've worked on
  • You have 6-8 years of product management experience
  • SaaS and/or start-up experience
  • Experience leading products for developers
  • Experience working directly with a diverse set of technology partners from largest companies in the world to scrappy innovators
  • Ecommerce experience
  • You value simplicity, iteration, and moving fast
  • MBA or CS degree (nice to have)
  • You are fluent in English (mandatory)

    • Perks and Benefits

  • 🏖️ 4-week vacation
  • 🤕 Paid sick leave
  • 🧸 Paid parental leave (12 weeks)
  • 💻 Latest MacBook Pro
  • 🍽️ Personal credit card to buy lunches
  • 🏥 Health insurance with up to 100% of premiums paid for employees - Blue Shield & Kaiser(CA only) explore our plans
  • 👵🏼 Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.
  • 💆🏻‍♀️ Get up to $700 to set up your workstation at home (working from home should feel breezy)
  • 📚 Get up to $2,000 of learning material per year (includes books**,** courses, training sessions that are easily identified and linked with your job scope)
  • 🥰 Every quarter, we organize a company-wide summit to discuss where we’re going and strengthen the social bonds (once the health situation allows it, we’ll transform these summits into offsites!)

    • Why join us?

    🚀 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, good & clean data are core beliefs shared by all

    More cool things to know about Gorgias... 😁

    • Raised our Series A for $14M in November 2019: techcrunch.com/2019/11/26/gorgias-series-a

    • Raised our Series B for $25M in December 2020: https://techcrunch.com/2020/12/10/gorgias-series-b/

    • We went from 0 to 8000 merchants using our platform every day from 2016 to 2021

    • We have a 4.8 rating on Glassdoor

    • What our customers are saying: apps.shopify.com/helpdesk#reviews

    • Our software stack: stackshare.io/gorgias

    • Other positions: jobs.lever.co/gorgias

    Discover Gorgias Platform here: https://www.youtube.com/watch?v=4sLFpe-xbhk

    Learn about our compensation policy here: https://www.gorgias.com/blog/international-saas-salary-calculator

    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.

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