BPO Leader
Core
Own the Gorgias 360 managed customer experience program, managing the transition from early-stage experiment to a scalable, repeatable motion for mid-to-large merchants.
Role type
Program Manager, BPO Operations & Strategy
Builds
A full-service customer experience offering combining Gorgias AI software with dedicated human agent teams via BPO partners.
Domain
Ecommerce, Customer Experience, Business Process Outsourcing (BPO)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Program economics management, BPO partner management, pre-sales qualification, automation roadmap planning, cross-functional stakeholder management, commercial negotiation, AI tool proficiency
Preferred skills
Conversational AI platform experience, ecommerce/retail background, BPO contract structuring knowledge, vendor relationship restructuring
Technologies
AI analysis tools, workflow automation platforms, reporting tools
Responsibilities
Drive target accounts toward automation thresholds, track key metrics (automation rate, headcount, costs), manage agent staffing models with BPO partners, conduct pre-sales feasibility assessments, negotiate SLA agreements, develop account-specific automation plans, represent the program in executive forums
Seniority
Senior, hands-on IC with program ownership
