Freelance Senior Product Manager, Convert - Contract

<p>Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.</p><p>Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.</p><p>As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation. </p><p>Join us in our mission to deliver effortless support at every stage of growth.</p><p></p><p></p><p><em><strong>Please note, this is a 12 month contract role</strong></em></p><p></p><h2>About the Product Team at Gorgias</h2><p>✍️ At Gorgias, Product &amp; Design teams work cross-functionally with GTM functions, think “whole product”; Product Managers are responsible for defining and delivering against a roadmap prioritised to deliver maximum value for our customers and Gorgias. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.</p><p>Using an agile at scale model (Tribe x Squads) across all our teams, we have a solid &amp; diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team &amp; customer feedback, (3) effort &amp; risks as well as (4) company vision.</p><p>Lastly, note that Gorgias is a fast-paced and high-growth company, and our team reflects that: we need to be agile, concise &amp; precise executioners. Between each other, we value candor &amp; honesty. We love sharing &amp; receiving feedback to achieve product &amp; operational excellence.</p><p></p><p><strong>Convert is all about growing revenue for our Merchants</strong></p><p>Convert is the newest product suite in the Gorgias portfolio - our goal is to help our merchants realise as much revenue as possible through the deployment of personalized messaging to their customers at the right time and on the right channel. We are a small, tight-knit, energetic and outcomes driven, cross-functional team trying to revolutionize conversion optimisation. To give you an idea of the types of things we aim to solve, here are some high level challenges we wrestle with on a daily basis:</p><p></p><p>📢  <strong>Challenge 1</strong>: Increase revenue per visitor. Our Merchants spend a lot of money, effort, and resource on driving potential shoppers to their stores. Yet, on average, only 3% of visitors actually make a purchase. Convert aims to increase the average conversion rate and average order values by finding and deploying capabilities that help our Merchant’s traffic find the right products and overcome the friction of buying.</p><p>🚀  <strong>Challenge 2</strong>: Grow lifetime value (LTV). Repeat customers typically represent 20% of all revenue for Merchants, but only a handful of customers ever buy more than once. Convert’s role is to understand what drives repeat purchases and create the tools that help our Merchants grow their pool of repeat buyers.</p><p>🤖  <strong>Challenge 3</strong>: Focus on outcomes, not campaigns. Conversion optimisation is hard work that can require lengthy testing, learning, and analysing; a skillset that not every merchant has the capacity or time for. Leveraging AI and ML, Convert needs to take the heavy lifting away from the Merchant by deploying the tactics that will maximize their goals, so Merchants can focus on the outcomes, not the campaigns.</p><p></p><h2><strong>About the role</strong></h2><p>At Gorgias, we're seeking a contract Senior Product Manager to spearhead the Convert Squad, a team dedicated to delivering features and capabilities that ultimately maximize our Merchant’s sales outcomes (ie. LTV, AOV, Gross Merchandizing Value (GMV)).</p><p>As the leader of the Convert Squad, your role will encompass the discovery, development, delivery, and maintenance of all Convert product features and capabilities.</p><p>We are looking for someone who is curious, passionate, and entrepreneurial with a high technical acumen. Your responsibility will be to drive the expansion and refinement of our Convert proposition. This role is ideal for a Sr. Product Manager eager to make a significant impact on how e-commerce Merchants sell their products across all of their channels.</p><p></p><h2>What You'll Do</h2><ul><li><p>Collaborate with an Engineer Manager, Product Designer and Engineers to set &amp; reach your squad goals that are aligned with the company’s strategic direction</p></li><li><p>Identify and quantify unique opportunities for Convert to grow key Merchant metrics where Gorgias has a competitive advantage</p></li><li><p>Create novel and LEAN methods to validate hypot