Senior Product Manager - AI

We believe conversations will become the #1 way to shop.

At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.

Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.

To win, we focus relentlessly on:

• Quality: conversations that feel authentic and on-brand.

• Experience: effortless shopping from chat to checkout.

• Re-engagement: personal, 1-1 dialogue instead of noisy marketing.

The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.

Join us to make Conversational Commerce real.

About the Product team at Gorgias

At Gorgias, Product teams work cross-functionally with GTM functions, think “whole product”; Product Managers are full-stack and own outcomes. They are, therefore, responsible for the entire lifecycle of product development from discovery, delivery, adoption, and measuring impact.

Our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) 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.

About the Conversational Experience team

Conversations are becoming the new storefront. In the next three years, shoppers will engage more through chat than through browsing. Gorgias is building the unified AI Agent that powers these conversations across every channel, delivering fast and accurate answers, driving revenue, reducing support costs, and giving brands a fully automated, end-to-end customer journey.

The Conversational Experience team brings together the AI Agent and the full Helpdesk into a single, unified product surface to deliver a seamless, end-to-end conversational journey for shoppers and support agents. Having automation and human support owned within the same team sets us up for success: it enables us to design conversations holistically across channels, remove friction between AI and human handover, and ensure that what the AI does is deeply aligned with real agent workflows and operational needs. This tight integration allows brands to move from self-service to assisted support without breaking context, creating a more consistent, efficient, and revenue-driving experience across the entire customer lifecycle.

Within Conversational Experience, the Orchestration squad owns the foundational systems that make the AI Agent reliable, trustworthy, and enterprise-ready. The team is responsible for how conversations are orchestrated end to end, covering pipeline orchestration, intent detection, routing, handover logic, AI controls, ticket assignment, global configuration, and the command center experience. By owning these core primitives, the Orchestration squad ensures the AI behaves deterministically, escalates correctly, and operates safely at scale, enabling large Shopify brands to confidently automate complex customer journeys while maintaining full control and visibility.

What you will do

As a Senior Product Manager, you will drive the development of tools that enable merchants to automate shopper interactions. Your mission is to power a world-class conversational experience that delivers fast, accurate, and personalized responses using state-of-the-art AI technologies. By joining us you will:

• Own the product strategy and roadmap for the Orchestration layer of the AI Agent.

• Partner with engineering and design to define team goals, architecture direction, and execution plans.

• Build the core systems that make the AI Agent accurate, fast, predictable, and appropriate for enterprise-grade use across a wide range of support use cases.

• Design scalable tools that let merchants configure the AI Agent in minutes, not weeks.

• Collaborate closely with data science, engineering, PMM, and GTM teams to deliver high-quality features that impact adoption, automation, and revenue.

• Conduct deep qualitative and quantitative research to un