About the Role

Gorgias 360 is the managed customer experience offering from Gorgias: the company does not solely provide software, it takes full ownership of a merchant's customer support operation, pairing the Gorgias AI platform with a dedicated AI+human agent team through BPO partners. Gorgias bills customers directly for the full Customer Experience service (software and agents combined), agent delivery is subcontracted to a BPO partner under certain agreements. The program currently manages a portfolio of active Gorgias 360 accounts and is strategically important: it enables Gorgias to serve mid to large size merchants who require a full-service offering.

The Gorgias 360 program has demonstrated real market traction with several accounts and is now at an inflection point, it needs a dedicated owner who can take it from an early-stage experiment to a repeatable, scalable motion. The BPO Program Manager will serve as the single owner of the program, responsible for pre-sales qualification, BPO partner management, account-level automation planning, and reporting program economics to leadership. The role sits within the Customer Experience organisation and works cross-functionally with Sales, Implementation, and Customer Success teams and reports directly to the COO.

What You'll Do

Program Economics

• Drive target accounts from current automation baselines toward the automation threshold
• Track key metrics across all accounts on a weekly basis: automation rate, agent headcount, BPO costs, and ticket volume
• Manage the agent staffing model with the BPO partner: enforce productivity standards, reduce excess headcount as automation scales, and manage staffing notice periods proactive
• Maintain the cost model and provide regular updates to Finance and leadership on trajectory and risk

Pre-Sales Qualification

• Partner with Sales on every new Gorgias 360 opportunity prior to contract signature
• Conduct structured automation feasibility assessments: evaluate ticket mix, integration complexity, automation opportunity, and merchant operational maturity
• Issue a clear go/no-go recommendation on whether a prospect fits the programm
• Translate assessments into contract terms: automation commitments, SLA definitions, and appropriate commercial language

BPO Partner Management and Sourcing

• Own the day-to-day relationship with the BPO partner: staffing requests, agent onboarding and offboarding, and performance reviews
• Lead regular business reviews covering efficiency metrics including CSAT, tickets per agent, number of agents and resolution rates
• Renegotiate SLA agreements where they create structural cost overruns
• Serve as the escalation point for operational issues: agent attrition, SLA misses, and account transitions
• Source and evaluate new BPO partners as the program scales, including contract negotiation, onboarding, and performance benchmarking

Automation Roadmaps

• Work with Customer Success Managers and Implementation Managers to develop account-specific automation plans: priority areas, blockers, and timelines to reach targets
• Identify and escalate product gaps blocking automation progress, with clear business cases for prioritisation
• Benchmark top-performing accounts against lower-performing ones and propagate effective playbooks across the portfolio

GTM and Strategic Alignment

• Serve as the internal subject matter expert on what makes a Gorgias 360 customer succeed: capture learnings, run retrospectives, and feed insights back to Sales and CX
• Contribute to the Gorgias 360 commercial narrative: when the full-service model is superior to software-only, what the economic case looks like for merchants, and how to position against traditional BPOs
• Represent the program in executive forums and leadership reporting as required

Who You Are

Must-Haves

• Minimum 5-8 years of experience in Revenue Operations, Business operations, customer experience operations, BPO management, or a comparable operational leadership role managing agent-based programs at scale
• Demonstrated experience working cross-functionally across Sales, Finance, and Operations
• Sound commercial judgment: ability to decline attractive deals that would structurally harm program economics, and communicate that position clearly to senior stakeholders
• Ability to operate effectively in ambiguity and construct structure where none exists, this role requires building a programme playbook from the ground up
• Exceptional versatility: able to operate across strategy, analysis, vendor management, commercial negotiation, and stakeholder communication simultaneously
• Advanced proficiency with AI tools for analysis, workflow automation, reporting, and decision support, use of AI in daily work is an expectation, not a bonus
• Strong communication skills: able to present complex trade-offs clearly to executives and build operational trust with external partners

Nice-to-Haves

• Experience with AI-driven customer experience automation or conversational AI platforms
• Background in ecommerce or experience working with direct-to-consumer or enterprise retail brands
• Familiarity with BPO contract structures, staffing models, and SLA frameworks
• Experience sourcing and onboarding new BPO partners, including commercial negotiation
• Track record of restructuring a deteriorating vendor relationship and stabilising it into a high-performing partnership
• Technical fluency: comfortable navigating API documentation, integration specifications, and working directly with product and engineering teams

AI at Gorgias
At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.

The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.

We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.