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Senior Product Manager, Analytics

Gorgias

Gorgias

Product, Data Science
Paris, France
Posted on Tuesday, June 4, 2024

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 Product team at Gorgias

At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Managers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.

Using an agile at scale model (Tribe x Squads), across all our teams we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Lastly, note that Gorgias is a fast-paced and high-growth company, and our team reflects that: we need to be agile, concise & precise executioners. Between each other, we value candor & honesty. We love sharing & receiving feedback to achieve product & operational excellence.

Join us to solve energizing product challenges of e-commerce!

📢 Great customer service is the new normal. Shoppers are more discerning than ever and demand hyper-responsive engagement and hyper-personalized service. And all this with an empathetic human touch available across all web, mobile, and social channels. We are shaping the future of the online shopping experience.

🚀 Brands want to focus on their products, and very few have the time, scale, and know-how to compete on customer service. It is a complex craft where cutting-edge technologies empower large teams of humans to operate at peak efficiency. Gorgias is among the most intense workflow products in the world, where we need to solve the most complex UX challenges.

🤖 Gorgias has over 100 apps in our ecosystem that allow merchants to connect all their tools into one single solution that is uniquely theirs. Our role is to maximize the value they get by connecting all these technologies into a single human-centric system that is easy to use and easy to scale.

About the role

At Gorgias, we're seeking a Senior Product Manager, Analytics, to spearhead our efforts in delivering a reliable analytics suite that provides timely insights. This role will be pivotal in expanding our analytics capabilities, ensuring we provide tools that help merchants optimize their resources and improve their operations through deep, actionable insights.

As the Analytics team product manager, you will be responsible for developing and refining our analytics suite, ensuring it delivers valuable insights and demonstrates Gorgias's value to merchants. You will work closely with cross-functional teams, including engineering, design, and data science, to build a robust and reliable analytics platform.

What You'll Do

  • Expand Gorgias analytics suite: Develop an insights tool that creates a narrative around e-commerce customer experience, guiding merchants on important actions and focusing on standard reports with limited customizability to cover most merchants' needs.

  • Demonstrate Gorgias' value: Provide deep insights on how our products help merchants offer great support, reduce costs, and boost revenue.

  • Deliver and improve analytics tools: Work on tools such as SLA compliance monitoring, advanced filtering, automated metric export, Voice of Customer insights, live channel monitoring, quality control, workforce management, and operational efficiency analysis.

  • Vision and architecture: Collaborate with the Data team to shape the future of our analytics architecture, ensuring data consistency and high-quality events.

  • Set and achieve goals: Collaborate with an Engineer Manager, Product Designer, and Engineers to set and reach squad goals aligned with the company’s strategic direction.

  • Build and iterate strategy: Develop and execute the Analytics team’s yearly product strategy and quarterly roadmap, prioritizing items to achieve our OKRs.

  • Customer interaction: Understand customer needs through quantitative and qualitative feedback, interacting constantly with our customers via interviews, email, social media, and internal teams.

Who You Are

  • Product Management Experience: Strong career progression in Product Management (4+ years), with a strategic approach to owning product roadmaps and vision.

  • Analytical Skills: Solid analytical skillset using BI tools, SQL, or related language.

  • Project Leadership: Experienced in leading large-scale projects for a SaaS product with measurable impact.

  • Technical Acumen: Understanding of data consistency, cloud infrastructure, observability, and scaling.

  • Agile Environment: Experience working in an Agile/Scrum environment.

  • Empathy and Collaboration: Deep sense of empathy and collaboration with diverse backgrounds.

  • Curiosity and Innovation: Curiosity-driven, proposing innovative solutions.

  • Feedback and Improvement: Values honest feedback, continuous improvement, and proactive communication.

  • Team Player: Clear and effective communication, data-driven, holistic thinker with a growth mindset.

  • Bonus: Experience with helpdesk, customer communications, or e-commerce platforms.

Perks and Benefits

  • 🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

  • 🤕 Paid sick leave

  • 🧸 Paid parental leave (16 weeks)

  • 💻 MacBook Pro

  • 🍽️ Personal credit card to buy lunches (we use Swile)

  • 🏥 We provide private health insurance (we use Alan)

  • 💆🏻‍♀️ Get up to €700 to set up your workstation at home (working from home should feel breezy)

  • 📚 Get up to €2000 of learning material per year (includes books, courses, and training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)

  • 🥰 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! (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people!)

The position's Interviewing Process

  • Meet your recruiter for an introductory call in which you get to know more about Gorgias and the position, and we get to learn more about you - 30 min

  • Meet Jimmy, your future manager, Head of Product, Platform - 45 min

  • Prepare a case-study at home (2 - 4 hours effort) with a 72-hour deadline

  • Present your case study to a panel of peers, including, Charles, Product Manager, and Maciej, Eng. Manager, working in our Analytics team. You’ll have 30-min to present your case study followed by 2 individual sessions of 15-min with Charles and Maciej respectively.

  • Meet our exec leaders

    • Thomas, our VP of Product, this is a good time to ask difficult questions and see if we are a good match for you! - 45 min

    • Alex, our CTO and co-founder, don’t hesitate to ask him about vision and any technical challenges - 30 min

  • References (3) - 15 Minutes Each

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... 😁

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.

Gorgias is 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 accommodation@gorgias.com