Head of Revenue Operations

3 weeks ago

Old Toronto, Ontario, Canada Gorgias Full time
About Gorgias

Gorgias is dedicated to empowering ecommerce brands through advanced AI-driven customer experience solutions. As the leading customer experience platform, we are trusted by over 15,000 merchants globally, ranging from small independent retailers to some of the largest ecommerce enterprises.

Our platform offers the most extensive integrations available on Shopify, allowing for quick setup without the complexities of traditional onboarding processes.

We provide a unified solution for managing all aspects of customer support across various channels, enabling brands to automate up to 60% of their support inquiries. This allows customer service agents to concentrate on high-value interactions that drive sales and enhance customer satisfaction.


About the Revenue Operations Team

The Revenue Operations team serves as the essential foundation of Gorgias's go-to-market strategy, ensuring seamless collaboration among sales, marketing, partnerships, and customer success teams.

Our mission is to optimize the customer journey through cohesive, data-driven strategies that enhance all go-to-market activities.

As Gorgias continues to innovate and expand its product offerings, the Revenue Operations team plays a crucial role in equipping all go-to-market teams for success, directly impacting our collective revenue objectives.


Role Overview

In the capacity of Director of Revenue Operations, you will spearhead our Revenue Operations team, driving strategic initiatives, fostering interdepartmental collaboration, and enhancing overall organizational efficiency.

Reporting to the Chief Revenue Officer, you will be instrumental in guiding our transition to an AI-enhanced customer experience platform.

Your primary focus will be on leading change management efforts, promoting data-driven decision-making, and cultivating a culture of excellence and teamwork throughout the organization.


Key Responsibilities
  • Develop and implement a comprehensive revenue operations strategy that aligns with company objectives, emphasizing the optimization of the customer journey and the achievement of revenue goals.
  • Establish and monitor key performance indicators and benchmarks to assess the effectiveness of go-to-market teams and identify opportunities for ongoing improvement.
  • Create and manage a quarterly Revenue Operations roadmap, addressing both quantitative and qualitative challenges while communicating progress and results to stakeholders.
  • Lead and mentor the Revenue Operations team, including analysts and managers, fostering a collaborative, innovative, and growth-oriented environment.
  • Work closely with cross-functional teams, including sales, marketing, partnerships, customer success, and finance, to ensure alignment and efficiency in achieving go-to-market objectives.

Maintain high standards of data quality across the organization, ensuring data relevance, accuracy, and reliability to support strategic decision-making.

Drive the adoption and optimization of core go-to-market systems such as HubSpot, Gong, Vitally, and Salesforce, ensuring that each team has the necessary tools for success.

Lead cross-functional projects and initiatives, facilitating collaboration and achieving shared goals across teams.

Evaluate new product launches and initiatives, driving rapid iteration and improvement based on identified gaps and opportunities.

Promote a culture of excellence, collaboration, and continuous learning within the Revenue Operations team and across the organization.


Candidate Profile

The ideal candidate will possess extensive experience in Revenue Operations, Sales Operations, or similar roles within a B2B context, with a minimum of 3 years in a leadership position.

Experience in a B2B SaaS environment and E-Commerce is highly desirable.

A proven track record of success in optimizing revenue operations, driving revenue growth, and fostering a data-centric culture is essential.

Strong proficiency in go-to-market systems such as HubSpot, Gong, Vitally, Salesforce, etc., with experience in implementing and optimizing these tools is required.

Exceptional analytical skills with the ability to leverage data insights for informed decision-making and continuous improvement are necessary.

Demonstrated experience in leading cross-functional projects and initiatives, showcasing the ability to facilitate collaboration and achieve shared objectives is crucial.

Outstanding communication skills, both written and verbal, with the capability to clearly articulate complex concepts and strategies to a diverse range of stakeholders.


Benefits
  • 5 weeks of vacation, adhering to appropriate PTO laws.
  • Paid sick leave.
  • Paid parental leave (16 weeks).
  • MacBook Pro provided.
  • Personal credit card for lunch expenses.
  • Comprehensive health insurance and retirement pension.
  • Onboarding support with travel and accommodation covered for a week.
  • Up to $900 CAD for home workstation setup.
  • Annual budget of up to $2600 CAD for learning materials, including books, courses, and coaching.
  • Quarterly online company-wide summits and annual offsite retreats.

Gorgias is committed to equal employment opportunities and the full inclusion of all qualified individuals, ensuring a workplace free from discrimination and harassment.

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