Vp of Product Design

2 months ago

Toronto, Canada Gorgias Full time

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 be 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, 5 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, and support in removing blockers when needed even if that means delivering the work yourself.
- ** Advance Cross-Functional Collaboration and Operations**: Work closely with cross-functional leaders in the organization to ensure design integration with broader goals. Develop 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 effec

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