Chief of Staff, CX Ops

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. Join our team for the opportunity to: Work with smart, passionate people every day Get extreme ownership over your work and results Be treated like the expert you are About the Team The CX Org at Gorgias is a 100‑person team spanning Customer Success, Implementations, Support, Technical Solutions, and Customer Education. We own the full customer journey — from onboarding to expansion — with one mission: deliver a top‑tier customer experience for the merchants we serve, powered by AI automation. We’re an AI‑first, metrics‑driven team that moves fast and holds itself to high standards on both execution and outcomes. About the Role This is a high‑impact execution role at the center of post‑sales and company‑wide operations. Gorgias is building the AI‑native post‑sales organization — and this role is at the heart of that ambition. You’ll design and launch new programs across the CX org, bring rigor and momentum to strategic initiatives, and work closely with CX function leaders and cross‑functional partners to make things land. The right person is a builder who thrives in ambiguity, communicates with clarity, and brings both strategic thinking and hands‑on execution to everything they touch. What You’ll Do Design, structure, and launch new programs across the CX org — from early idea to measurable outcomes Drive Gorgias’s AI‑native agenda within CX: identify automation opportunities, build internal playbooks and tooling, and work with CX leaders and cross‑functional partners to increase AI adoption across the merchant base Support CX function leaders (Customer Success, Implementations, Support, Technical Solutions, Education) as an execution partner — helping them structure programs, stay on track, and remove blockers Build and maintain the CX org’s internal AI skills and automation library — systematically replacing manual processes with scalable AI‑powered workflows Work with the COO to own the operating rhythm of the CX org: OKR tracking, leadership team prep, performance dashboards — ensuring leadership always has a clear, data‑grounded view of org health Handle the operational admin work that keeps the CX org running day‑to‑day — including acting as the interface between Product and CX Partner on cross‑functional operational initiatives — working with Finance, Product, Engineering, and Sales to drive company‑wide programs that require post‑sales perspective and operational rigor Craft exec‑ready materials — strategy docs, program frameworks, presentations — that turn complex initiatives into clear narratives Take on special projects that cut across functions or sit outside any existing team’s mandate Who You Are 4–7 years of experience in management consulting, strategy, or operations at a fast‑moving SaaS or tech company You’ve partnered closely with senior leaders and know how to be a true execution partner — you bring structure to ambiguity and move things forward without waiting for perfect clarity Deep, genuine interest in AI and automation — you understand how AI Agent products work and are energized by the opportunity to build AI‑native operations from the ground up. Experience with AI Agent products is required; familiarity with eCommerce SaaS is a plus Highly data‑driven — you build dashboards, read metrics before drawing conclusions, and push back when decisions aren’t grounded in evidence Structured thinker who can translate a complex, half‑formed problem into a clear framework and an executable plan Excellent communicator: concise in writing, sharp in meetings, able to adapt from a working session with a function leader to a cross‑functional executive conversation Comfortable operating across organizational boundaries — you can hold your own in conversations with Finance, Product, Engineering, and Sales Collaborative and low‑ego — your success metric is the org’s outcomes, not your visibility Experience working in or alongside post‑sales organizations (CS, Support, Implementations) is a strong plus 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 By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to the Applicant Privacy Policy. Diversity & Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision‑making. If you need accommodations during the application or interview process, please contact us at View email address on click.appcast.io. #J-18808-Ljbffr