Head of Revenue Operations

3 weeks ago

Old Toronto, Ontario, Canada Gorgias Full time
About Gorgias

Gorgias empowers ecommerce brands to enhance their growth through AI-driven customer experience solutions. We are recognized as the leading customer experience platform in the industry, serving over 15,000 merchants globally, ranging from small independent retailers to some of the largest ecommerce brands.

Our platform offers the most integrations available on Shopify, enabling quick setup without the need for complicated onboarding processes. Gorgias provides a unified solution for managing all aspects of customer support across various channels.

We can automate up to 60% of a brand's customer support inquiries, allowing agents to concentrate on high-value interactions that drive sales. Additionally, we provide specialized marketing tools designed to help merchants convert more visitors into customers, ultimately increasing their gross merchandise volume (GMV).


About the Revenue Operations Team

The Revenue Operations team is essential to Gorgias's go-to-market (GTM) strategy, ensuring seamless collaboration among sales, marketing, partnerships, and customer success teams. Our mission focuses on optimizing the customer journey through cohesive, data-driven strategies across all GTM activities.

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


Role Overview

As the Director of Revenue Operations, you will lead our Revenue Operations team to implement strategic initiatives, promote cross-functional collaboration, and improve organizational efficiency. Reporting directly to the Chief Revenue Officer, you will be instrumental in guiding our transition to an AI-enhanced customer experience platform.

Your responsibilities will include spearheading change management, fostering 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, focusing on optimizing the customer journey and meeting revenue goals.
  • Establish and monitor key performance indicators to assess the effectiveness of GTM teams and identify opportunities for ongoing improvement.
  • Create and manage a quarterly Revenue Operations roadmap, addressing both quantitative and qualitative challenges while communicating progress to stakeholders.
  • Lead and mentor the Revenue Operations team, including analysts and managers, fostering a collaborative and innovative work environment.
  • Work closely with cross-functional teams, including sales, marketing, partnerships, customer success, and finance, to ensure alignment and efficiency in achieving GTM goals.
  • 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 GTM systems, ensuring that each team has the necessary tools for success.
  • Lead cross-functional projects and initiatives, facilitating collaboration and achieving shared objectives.
  • 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.

Qualifications

Extensive experience in Revenue Operations, Sales Operations, or related fields within a B2B context, with a minimum of 3 years in a leadership role.

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

Proven success in optimizing revenue operations, driving revenue growth, and fostering a data-driven culture.

Strong proficiency in GTM systems such as HubSpot, Gong, Vitally, and Salesforce, with experience in implementing and optimizing these tools.

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

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

Exceptional communication skills, both written and verbal, with the ability to clearly articulate complex concepts and strategies to a diverse audience.


Benefits
  • 5-week vacation policy (in accordance with local 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 experience at the nearest office for one week (travel and accommodation covered)
  • Up to $900 CAD for home workstation setup
  • Annual learning budget of up to $2600 CAD for professional development
  • Quarterly online company-wide summits and annual offsite retreats

Gorgias is committed to equal employment opportunities and the full inclusion of all qualified individuals. We ensure that reasonable accommodations are provided for candidates with disabilities throughout the application and interview process.

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