We believe conversations will become the #1 way to shop.
At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.
Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.
To win, we focus relentlessly on:
Quality: conversations that feel authentic and on-brand.
Experience: effortless shopping from chat to checkout.
Re-engagement: personal, 1-1 dialogue instead of noisy marketing.
The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.
Join us to make Conversational Commerce real.
About the Role
Gorgias 360 is the managed customer experience offering from Gorgias: the company does not solely provide software, it takes full ownership of a merchant's customer support operation, pairing the Gorgias AI platform with a dedicated AI+human agent team through BPO partners. Gorgias bills customers directly for the full Customer Experience service (software and agents combined), agent delivery is subcontracted to a BPO partner under certain agreements. The program currently manages a portfolio of active Gorgias 360 accounts and is strategically important: it enables Gorgias to serve mid to large size merchants who require a full-service offering.
The Gorgias 360 program has demonstrated real market traction with several accounts and is now at an inflection point, it needs a dedicated owner who can take it from an early-stage experiment to a repeatable, scalable motion. The BPO Program Manager will serve as the single owner of the program, responsible for pre-sales qualification, BPO partner management, account-level automation planning, and reporting program economics to leadership. The role sits within the Customer Experience organisation and works cross-functionally with Sales, Implementation, and Customer Success teams and reports directly to the COO.
What You'll Do
Program Economics
Drive target accounts from current automation baselines toward the automation threshold
Track key metrics across all accounts on a weekly basis: automation rate, agent headcount, BPO costs, and ticket volume
Manage the agent staffing model with the BPO partner: enforce productivity standards, reduce excess headcount as automation scales, and manage staffing notice periods proactive
Maintain the cost model and provide regular updates to Finance and leadership on trajectory and risk
Pre-Sales Qualification
Partner with Sales on every new Gorgias 360 opportunity prior to contract signature
Conduct structured automation feasibility assessments: evaluate ticket mix, integration complexity, automation opportunity, and merchant operational maturity
Issue a clear go/no-go recommendation on whether a prospect fits the programm
Translate assessments into contract terms: automation commitments, SLA definitions, and appropriate commercial language
BPO Partner Management and Sourcing
Own the day-to-day relationship with the BPO partner: staffing requests, agent onboarding and offboarding, and performance reviews
Lead regular business reviews covering efficiency metrics including CSAT, tickets per agent, number of agents and resolution rates
Renegotiate SLA agreements where they create structural cost overruns
Serve as the escalation point for operational issues: agent attrition, SLA misses, and account transitions
Source and evaluate new BPO partners as the program scales, including contract negotiation, onboarding, and performance benchmarking
Automation Roadmaps
Work with Customer Success Managers and Implementation Managers to develop account-specific automation plans: priority areas, blockers, and timelines to reach targets
Identify and escalate product gaps blocking automation progress, with clear business cases for prioritisation
Benchmark top-performing accounts against lower-performing ones and propagate effective playbooks across the portfolio
GTM and Strategic Alignment
Serve as the internal subject matter expert on what makes a Gorgias 360 customer succeed: capture learnings, run retrospectives, and feed insights back to Sales and CX
Contribute to the Gorgias 360 commercial narrative: when the full-service model is superior to software-only, what the economic case looks like for merchants, and how to position against traditional BPOs
Represent the program in executive forums and leadership reporting as required
Who You Are
Must-Haves
Minimum 5-8 years of experience in Revenue Operations, Business operations, customer experience operations, BPO management, or a comparable operational leadership role managing agent-based programs at scale
Demonstrated experience working cross-functionally across Sales, Finance, and Operations
Sound commercial judgment: ability to decline attractive deals that would structurally harm program economics, and communicate that position clearly to senior stakeholders
Ability to operate effectively in ambiguity and construct structure where none exists, this role requires building a programme playbook from the ground up
Exceptional versatility: able to operate across strategy, analysis, vendor management, commercial negotiation, and stakeholder communication simultaneously
Advanced proficiency with AI tools for analysis, workflow automation, reporting, and decision support, use of AI in daily work is an expectation, not a bonus
Strong communication skills: able to present complex trade-offs clearly to executives and build operational trust with external partners
Nice-to-Haves
Experience with AI-driven customer experience automation or conversational AI platforms
Background in ecommerce or experience working with direct-to-consumer or enterprise retail brands
Familiarity with BPO contract structures, staffing models, and SLA frameworks
Experience sourcing and onboarding new BPO partners, including commercial negotiation
Track record of restructuring a deteriorating vendor relationship and stabilising it into a high-performing partnership
Technical fluency: comfortable navigating API documentation, integration specifications, and working directly with product and engineering teams
AI at Gorgias
At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.
The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.
We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.
AI use in Recruiting at Gorgias
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