Director of Revenue Operations

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Revenue Ops Team

The RevOps team is the backbone of Gorgias’s GTM team, ensuring the seamless alignment of sales, marketing, partnerships, and customer success teams. With a focus on optimizing the customer journey, our mission is to drive cohesive, data-driven strategies across all go-to-market (GTM) activities. As Gorgias continues to innovate and introduce new product lines, the RevOps team is pivotal in setting every GTM team up for success, directly contributing to our common revenue goals.

About the Role

As the Director of Revenue Operations, you will lead our RevOps team to drive strategic initiatives, foster cross-functional collaboration, and enhance organizational efficiency. Reporting directly to the Chief Revenue Officer, you will play a pivotal role in navigating our transition to an AI-powered customer experience platform. Your focus will be on leading change management, driving data-driven decision-making, and fostering a culture of excellence and collaboration across the organization.

What You’ll Do

• Develop and execute a comprehensive revenue operations strategy aligned with company goals, focusing on optimizing the customer journey and achieving revenue targets.
• Establish and track key performance metrics and benchmarks to measure the effectiveness of GTM teams and identify areas for continuous improvement.
• Create and execute a quarterly RevOps roadmap, addressing quantitative and qualitative challenges while communicating progress and outcomes to stakeholders.
• Lead and mentor the RevOps team, including analysts and managers, fostering a culture of collaboration, innovation, and professional development.
• Collaborate with cross-functional teams, including sales, marketing, partnerships, customer success, and finance, to ensure alignment and efficiency in achieving go-to-market objectives.
• Uphold high data quality standards across the organization, ensuring data relevance, accuracy, and reliability to support strategic decision-making.
• Drive the adoption and optimization of core GTM systems such as HubSpot, Gong, Vitally, and Salesforce, ensuring each team has the necessary tools for success.
• Lead cross-functional projects and initiatives, facilitating collaboration and achieving shared objectives across teams.
• Evaluate new product launches and initiatives, driving rapid iteration and improvement based on identified gaps and opportunities.
• Foster a culture of excellence, collaboration, and continuous learning within the RevOps team and across the organization.

Who You Are

• Extensive experience in Revenue Operations, Sales Operations, or related roles within a B2B environment, with 3+ years in a leadership capacity.
• Experience in a B2B SaaS company and E-Commerce is strongly preferred.
• Proven track record of success in optimizing revenue operations, driving revenue growth, and fostering a data-driven culture.
• Strong proficiency in GTM systems such as HubSpot, Gong, Vitally, Salesforce, etc., with experience in implementing and optimizing these tools.
• Excellent analytical skills with the ability to leverage data insights to inform decision-making and drive continuous improvement.
• Demonstrated experience in leading cross-functional projects and initiatives, showcasing your ability to facilitate collaboration and achieve shared objectives.
• Exceptional communication skills, both written and verbal, with the ability to articulate complex concepts and strategies clearly to a diverse range of stakeholders.

Perks and Benefits

• 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)
• 🤕 Paid sick leave
• 🧸 Paid parental leave (16 weeks)
• 💻 MacBook Pro
• 🍽️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)
• 🏥 We provide private health insurance and retirement pension
• ✈️ For a smooth onboarding, we invite you to the closest office to your location for one week (flights and accommodation are handled by Gorgias).
• 💆🏻‍♀️ Get up to $900 CAD to set up your workstation at home (working from home should feel breezy)
• 📚 Get up to $2600 CAD of learning material per year (includes books, courses, 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!)

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️
• We went from 0 to 15,000+ merchants using our platform since 2016
• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score
• What our customers are saying: apps.shopify.com/helpdesk#reviews
• Other positions: gorgias.com/about-us/jobs
• Discover the Gorgias Platform
• Learn about our Compensation Policy

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.

Gorgiasis 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