Director of Product

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

About the Product team at Gorgias

At Gorgias, Product teams work cross-functionally with GTM teams, taking a "whole product" approach. PMs are full-stack owners of outcomes, driving the entire product lifecycle, from discovery to impact measurement. We operate with an agile at scale (Tribe x Squads) model, prioritizing customer value through features ranked by business impact, feedback, effort & risk, and company vision. Gorgias moves fast, and so do we. We value agility, precision, and candor, embracing feedback to drive product and operational excellence. 🚀

Join us to define the future of commerce with a conversational AI that drives sales and automates CX for merchants!

• At Gorgias, we believe commerce is a force for good, empowering merchants to grow. As traditional ecommerce models face privacy challenges, conversational AI unlocks new engagement opportunities, offering a personalized, interactive experience: like being greeted by a store founder. With 16,000 merchants and strong brand recognition, Gorgias is uniquely positioned to become the conversational AI for ecommerce. Already adopted by 2,000 merchants, our AI solutions are set to reshape customer interactions, tapping into a $400M market opportunity just on Shopify. 🚀

• At Gorgias, the Growth team is responsible for optimizing the entire customer journey—accelerating acquisition, improving activation, and driving expansion. We are building a cross-functional Growth Tribe, integrating Product, Engineering, GTM, Finance and Data, with a dedicated focus on Product-Led Growth (PLG).

  • Increase self-serve acquisition and trial-to-paid conversion rates.

  • Improve onboarding experiences to accelerate time-to-value.

  • Drive expansion and monetization by optimizing feature adoption.

  • Build automated, data-driven engagement loops to boost retention.

  • Own our billing logic and support GTM & Finance to conduct pricing experiments.

  • Partner with GTM teams (Sales, Customer Success and Marketing) to align PLG strategies

What You'll Do

With an $11M+ nnARR estimated opportunity in 2025 through PLG initiatives, we need a Director of Product, Growth to take ownership of our self-serve funnel, our billing logic and build a high-velocity, experimentation-driven product function.

• Get sh*t done: Define the team’s 1-3 year PLG & Billing strategy, managing the full user experience for self-service and SMB customers, owning OKRs related to trial conversion, expansion revenue, and feature adoption. Run KPI forecasts (including ARR, NPS, feature adoption), and identify growth opportunities. Get the team to deliver fast and well: set the bar for excellence in product management looks like at Gorgias.

• Domain Expertise: Stay informed on ecommerce, tech, and AI trends, continuously seeking external insights and fostering a culture of learning. Actively explore new products, stay on top of PLG trends and experiment new tools & tactics. Build a strong network within the Growth SaaS leader ecosystem to stay connected with leading practices. Work with our Finance & Accounting department to keep a modern billing, payment and subscription management tool stack.

• Optimize self-serve trials, onboarding and feature adoption: Improve activation by removing friction, surfacing high-value product moments, and developing a scalable experimentation framework with continuous A/B tests to enhance product-led acquisition and monetization, while leveraging data to drive decision-making to uncover insights and measure success.

• Cross-Functional Coordination: Drive product and cross-functional OKRs and project execution through weekly and monthly business reviews, prioritizing initiatives, and aligning Growth initiatives within Marketing, Sales, and Customer Success to maximize impact. Own the billing mechanism and Stripe integration, ensuring a seamless, automated payment & subscription management experience that drives efficiency and revenue growth.

• Team Development: Joining the team with a small Product team (1-2 reports), deliver impact in 2025 to expand the Growth Teams in 2026, building a self-sustaining team structure with Squads owning critical areas of the funnel.

Who You Are

• Founder mindset: You don’t take no for an answer. Bold & creative, you act with urgency and push the boundaries. You see the executive team as partners and resources rather than authority figures to appease.

• Obsessed about impact: You act with urgency and ensure the team delivers at a high velocity, taking a hands-on approach to analysis, strategy, and execution when needed. You build and lead strong teams, successfully scaling Growth teams and working cross-functionally with GTM.

• Empathetic leadership & composed authority: You gain buy-in for decisions, communicate thoughtfully with the right people at the right time, and consider the impact of your choices across teams. You remain calm and composed when making important or difficult decisions.

• Proven track record: You’ve scaled PLG motions, owned billing, trialing, payment gateways and understand how to test, iterate, and optimize quickly, leveraging insights, conversion funnels, and cohort analyses to drive product strategy while focusing on high-leverage growth levers that drive revenue and retention.

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!)

Candidate Interviewing Process

1. Intro Call (30 min) – Meet Brittany for an intro to Gorgias and the role.

2. Hiring Manager Deep-Dive (60 min) – Meet Thomas, hiring manager, to discuss your experience, growth philosophy, and leadership style.

3. Peer Collaboration (45 min) – Meet Max, VP Product for Conversational AI team to discuss Product leadership, strategy and cross-team collaboration.

4. Case Study Preparation – Real-world growth scenario to assess strategy & execution. Choose to prepare the case study live (3 hours) in the office or at home (7 days).

5. Case Review Panel (45 min) – Discuss findings with your future team Claudia, Senior Manager of Scaled CX, Julien, Growth Marketing Manager and Thomas, VP Product.

6. Founder & Executive Chat (30 min each) – Meet with the CEO Romain and CRO Dan to align on vision.

7. Reference Checks (3 calls, 15 min each).

Diversity & Inclusion at Gorgias
We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at [email protected]. Let’s grow together!