Revenue Operations Manager at Gorgias

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.

About the Revenue Operations Team

The RevOps team is the backbone of Gorgias’s GTM team, ensuring the seamless alignment of sales, marketing, partnerships, and customer success teams. With a focus on optimizing the customer journey, our mission is to drive cohesive, data-driven strategies across all go-to-market (GTM) activities. As Gorgias continues to innovate and introduce new product lines, the RevOps team is pivotal in setting every GTM team up for success, directly contributing to our common revenue goals.

Role Overview

As a Revenue Operations Manager, you will play a crucial role in leading change management initiatives, fostering cross-functional team collaboration, and enhancing overall organizational efficiency. Reporting directly to the Director of Revenue Operations, your focus will specifically be on helping navigate Gorgias’s transition to becoming an AI-powered customer experience platform. You’ll spearhead efforts to ensure all teams within Gorgias work synergistically, leveraging data and insights to drive informed decision-making and continuous improvement across the board.

What You’ll Do

• Lead and manage change within the organization, ensuring smooth transitions and the adoption of new processes and technologies across teams.
• Collaborate closely with enablement, analytics, sales, marketing, customer success, and finance teams to ensure alignment and efficiency in achieving GTM objectives.
• Develop and execute a quarterly RevOps roadmap, addressing both quantitative and qualitative challenges while communicating progress and outcomes to all stakeholders.
• Work with the Analytics team to enhance key performance metrics and drive a culture of data-driven decision-making and continuous improvement.
• Uphold high data quality standards across the organization, ensuring data relevance, accuracy, and reliability in supporting strategic decisions.
• Partner with Product Marketing, Data Analytics, and Enablement teams to evaluate new product launches, driving rapid iteration and improvement based on identified gaps and opportunities.

This role is designed for individuals ready to elevate their career by leading pivotal change and fostering a culture of excellence and collaboration at Gorgias. If you are passionate about driving operational success and making a tangible impact on the growth trajectory of a leading e-commerce customer support software company, we would love to hear from you!

Who You Are

• Prior experience in Management Consulting or Project Management
• Strong analytical skills, capable of establishing, tracking, and interpreting key performance metrics to gauge the effectiveness of GTM strategies and identify opportunities for enhancement.
• Past experience implementing and rolling out new software to front-line teams
• Adept at establishing and tracking key performance metrics and benchmarks, with a keen eye for data analysis to measure the effectiveness of GTM teams and identify areas for continuous improvement.
• Experience in contributing to cross-functional projects, demonstrating the ability to work collaboratively with teams across the organization to achieve shared objectives.
• Demonstrated experience in leading cross-functional projects and initiatives, showcasing your ability to facilitate collaboration and achieve shared objectives.
• Excellent communication skills, with the proficiency to convey complex insights and strategies clearly and compellingly to a diverse range of stakeholders.

Perks and Benefits

• 🏖️ 5-week vacation (We follow each country’s appropriate PTO Laws)
• 🤕 Paid sick leave
• 🧸 Paid parental leave (16 weeks)
• 💻 MacBook Pro
• 🍽️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)
• 🏥 We provide private health insurance and retirement pension
• 💆🏻♀️ Get up to CAD 900 to set up your workstation at home (working from home should feel breezy)
• 📚 Get up to CAD 2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 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!

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 and good & clean data are core beliefs shared by all
• 🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun!

More cool things to know about Gorgias… 😁

• Raised our Series C for $30M in 2022: TechCrunch Article ⬅️
• We went from 0 to 10,000+ merchants using our platform since 2016
• We have a 4.7 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

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.

Gorgiasis 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 [email protected]

Tagged as: Revenue Operations, RevOps