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...