BPO Program Manager

GorgiasToronto

On-site Full-time

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Experience Level

Manager

Qualifications

Qualifications:Proven experience in program management, ideally in a BPO or customer service environment. Strong analytical skills and experience with reporting tools. Excellent communication and interpersonal skills. Ability to work collaboratively in a cross-functional team. Familiarity with AI technologies and their application in customer experience is a plus.

About the job

Join the Future of Commerce as a BPO Program Manager at Gorgias!

At Gorgias, we envision a world where conversations drive shopping experiences. We are at the forefront of this revolution with our innovative platform, integrating AI technology to enhance customer engagement, support, and sales throughout their journey. Conversational Commerce is not just a trend; it's the future of ecommerce and we are proud to lead this transformation.

Our core mission is to convert every customer interaction into a meaningful relationship that is personal, seamless, and intelligent. By leveraging our deep product knowledge alongside advanced AI capabilities, we strive to make shopping feel more genuine and connected.

To achieve success, we are committed to:

Quality: Ensuring all conversations feel authentic and aligned with brand identity.
Experience: Delivering a hassle-free shopping experience from initial chat to final checkout.
Re-engagement: Facilitating personalized dialogues rather than generic marketing messages.

The potential is enormous. As AI revolutionizes purchasing behaviors, Gorgias is laying the groundwork for the next decade of ecommerce, empowering brands with intelligent agents that understand their customers.

Become part of our mission to make Conversational Commerce a reality.

The Role:

Gorgias 360 is our managed customer experience solution. We don’t just provide software; we take full responsibility for a merchant's customer support operations by integrating our Gorgias AI platform with a dedicated team of AI and human agents, facilitated through BPO partners. Our clients are billed directly for a comprehensive Customer Experience service encompassing both software and personnel. This program is crucial as it allows Gorgias to cater to mid to large-scale merchants that require extensive service offerings.

With proven market traction and a portfolio of active accounts, the Gorgias 360 program is at a pivotal stage and requires a dedicated leader to transition it from an experimental phase to a scalable, repeatable operation. As the BPO Program Manager, you will be the sole owner of this program, responsible for pre-sales qualification, managing BPO partnerships, planning automation at the account level, and reporting program economics to the leadership team. This role is part of the Customer Experience organization and collaborates cross-functionally with Sales, Implementation, and Customer Success teams, reporting directly to the COO.

Your Responsibilities:

Program Economics

Manage program economics and ensure profitability.

About Gorgias

Gorgias is a cutting-edge platform revolutionizing ecommerce through Conversational Commerce. Our goal is to create a seamless shopping experience that enhances customer relationships. With a combination of AI-driven insights and personalized service, we empower brands to engage in meaningful conversations with their customers.

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