VP Product | Job Desc Example - Gorgias

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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 7000+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our growth exceeded 200% in 2020, so we raised $25 million Series B in December 2020 to double our global team and to accelerate our progress towards our mission to transform support from painful to exceptional for merchants. 🥳

Product @ Gorgias

We started the product team late in the history of the company, when we had about 40 team members. Covid boosted ecommerce massively which in terms accelerated our growth in 2020. Thomas Trinelle , our head of product, scaled the team really fast in the past 12 months, from 2 PMs to now 5 PMs, and 2 designers.

Our goal is to get to ˜25 people by end of 2022, so we still have a lot of work to grow the product team.

How We're Different

While we support some of the world's most recognizable brands, most of our customers are small merchants. Our customers' average ACV is $3K, so building an engine to support our customers at scale is critical, and understanding customer behaviors through data is a must.

We collect about 25,000 pieces of customer feedback each year, and prioritize customer feedback accordingly. We have a very open approach to product, and share our roadmap publicly . We also hold monthly product webinars to present new features to customers, and answer their questions live in an informal way.

Our mission is empower all merchants to provide an exceptional customer experience. Product supports this mission by improving response time for all merchants on Gorgias while maximizing customer satisfaction.

How Product Works With Engineering

Our product and engineering organization is composed of several squads. Each squad as an engineering manager, several engineers, a design and a product manager. They work to improve the same KPI (e.g. average number of apps connected per account).

We currently have 42 engineers on the team, and plan on getting to 90-100 by end of 2022.

Why we need you

We're looking for someone who's seen scale in product organization to take us to the next level. We think this will help us anticipate future breaking points. This way, they can focus more on the long run instead of dealing with fires. This will also help us hire experienced PM who want to learn from a proven leader. Last, our executive team is composed of several first timers and having a new voice from someone who scaled a SaaS company will be valuable.

Our timeline: hire by end of Q4-2021

Your goals

  • Grow product management team. Recruit super talented product managers who have overseen multiple stages of the lifecycle of high use products. Be a leader who inspires them, and helps them grow in their career.
  • Drive product strategy and roadmapping. Challenge the company strategy and convert it to product milestones and feature usage.
  • Execute the product roadmap. Make sure distribution of the product is a reality, by working closely with success and go to market teams. Develop cross-company processes needed to run product development efficiently, prioritize product decisions, and launch products.

Who We're Looking For

  • You've scaled several product teams, working with product teams with 40-100 team members.
  • You're passionate about the product. You care about how people use it, you can get into the weeds of a specific feature
  • You have B2B SaaS experience
  • You live in Europe, preferably Paris (most of our R&D team is distributed across Europe)

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... 😁

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.