VP of Product Design - Gorgias : Job Details

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 Design team at Gorgias!

• At Gorgias, Design teams work cross-functionally with GTM functions, think whole product ; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of product development from discovery, delivery, ideation, solutioning, prototyping, validation, adoption and measuring impact.
• Using an agile at scale model (Tribe x Squads) across all our products and with a very diverse team culture, our roadmap brings us together by always obsessing on customer value. We prioritize features according to (1) business 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 define the future of commerce with a conversational AI that drives sales and automates CX for merchants!

• At Gorgias we believe commerce as a force for good and we empower merchants to grow and succeed. With traditional ecommerce growth models challenged by privacy restrictions, conversational AI now presents a fresh opportunity for engagement. AI enables merchants to offer a personalized, interactive experience-similar to being greeted by a store founder-helping customers find products, resolve issues, and re-engage with new suggestions with exceptional service.
• With a robust helpdesk serving 15,000 merchants and strong brand recognition, Gorgias is uniquely positioned to lead conversational AI in ecommerce, leveraging data from ongoing support tickets. Already used by 1,000 merchants, our AI-powered solutions is set to reshape customer-company communications, tapping into a $400m market opportunity.
• Merchants 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. With Gorgias we need to solve complex UX challenges to help heavily manual industry adopt transformation generative AI technology.
• As the VP of Design, you will lead and scale our extremely talented team of Product Designers, partnering with other leaders to drive our business outcomes. Our team is currently composed of 10 people, 2 managers and 8 ICs directly embedded in Tribes & Squads (no systems or user research team) and is expected to grow to 15+ in 2025. With 65% of the team located in North America (2 remote on PST timezone, 4 located in NYC), 35% is based out of Paris.

What You'll Do We are seeking for a design leader who has experienced scale, ready to take on the challenge of building a world-class design organization to define the future of ecommerce.

• Set and Execute the Design Vision: Create and implement a forward-thinking design strategy aligned with product and brand goals, establishing clear milestones and driving measurable business impact.
• Champion Customer-Centric Design: Foster a customer-first approach in all designs, obsessing about ensuring products meet real customer needs with empathy and simplicity. Build direct relationships with customers to inform design.
• Lead and Inspire the Design Team: Recruit, mentor, and manage a high-performing design team, fostering a culture of honesty, ownership, and excellence. Run weekly rituals, prioritize initiatives, removes blocker directly, even if that means stepping in to deliver the work firsthand whenever needed.
• Advance Cross-Functional Collaboration and Operations: Work closely with cross-functional leaders in the organization to ensure design integration with broader goals. Leading the development of scalable design processes to enhance efficiency, consistency, and execution speed, positioning design as a key driver of business growth.
• Champion Design Strategic Role: Uphold high design standards with measurable metrics, using customer stories to advocate for the team's vision while clearly communicating design's value at the executive level. Align resources effectively, drive initiatives that meet both business and user needs, and build a growth plan for the team, including talent development, budgeting, and acquisition strategies.

Who You Are

• Backed-up with solid experience: With 6-8 years of product design leadership, you've experienced scale, establishing and managing teams of 20+ in >500 people organizations covering everything from design operations to user research. You've set and achieved measurable OKRs, skillfully balanced strategic and hands-on work, and consistently delivered significant impact. Your background includes experience in SaaS enterprise and ecommerce.
• Doer mindset: You don't take no for an answer. Bold & creative, you act with urgency and push the boundaries. You believe actions speak louder than words. You see the executive team as partners and resources rather than authority figures to appease. You know how to navigate high-level executive conversations to running project reviews deep into the weeds with your teams.
• Inspirational design vision: You advocate for clear, intentional designs with deep expertise in agile development. You close operational gaps with a hands-on, iterative approach, striving for excellence. You connect design to business goals, using data & customer insights to inform decisions, measure impact, and consistently add value that drives growth.
• Empathetic leadership: 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.

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 Brittany, your recruiter for an introductory call in which you get to know more about Gorgias, our mission and the position, and we get to learn more about you - 30 min
• Meet Thomas, hiring manager, to dive deep into your past experience and understand your track record, how you think, product philosophy and leadership style. - 90 min
• Meet Lisa, a future report, Designer Manager in charge of our CRM products who's recently transitioned into a manager role - 45 min
• Prepare a case-study at home - 7 days deadline
• Meet Thomas, Ben, Senior Director of Design and Iris / Antonio, Senior Product Manager to review the case study point by point, brainstorm and/or elaborate on key elements for 45-min followed by a dedicated time with Ben for 30 min.
• Meet Alex, our CTO and co-founder, don't hesitate to ask him about vision and any technical challenges - 30 min
• Meet Romain, CEO and co-founder of Gorgias. This is a good time to ask the difficult questions and see if we are a good match for you! - 30 min
• References (3) - 15 Minutes Each

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. 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 [email protected]