💼 About This Role

You'll own the Gorgias 360 program, driving automation and BPO partnerships to scale managed customer experience. You'll shape commercial strategy and build repeatable processes from early-stage traction. This role is pivotal for owning end-to-end program economics and cross-functional alignment.

🎯 What You'll Do

• Track weekly automation rate, agent headcount, BPO costs, and ticket volume
• Conduct structured automation feasibility assessments for new opportunities
• Manage staffing model and enforce productivity standards with BPO partner
• Renegotiate SLA agreements to prevent structural cost overruns

📋 Requirements

• 5-8 years in Revenue Operations, BPO management, or operational leadership
• Demonstrated cross-functional work across Sales, Finance, and Operations
• Ability to decline deals that harm program economics and communicate trade-offs to senior stakeholders
• Advanced proficiency with AI tools for analysis and workflow automation

✨ Nice to Have

• Experience with ecommerce or customer support platforms
• Background in scaling early-stage programs
• Experience managing multiple BPO vendor relationships

🎁 Benefits & Perks

• 💰 Competitive salary with equity
• 🏖️ Flexible PTO
• 🏥 Comprehensive health coverage
• 🤝 Remote-friendly culture

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Operational Interview· 60 min
4. 4Executive Interview· 45 min