Senior Product Manager, Analytics

<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><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 full-stack, conduct their own research and own outcomes. 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><h2><strong>Join us to solve energizing product challenges of e-commerce!</strong></h2><p></p><p>📢  Great customer service is the new normal. Shoppers are more discerning than ever and demand hyper-responsive engagement and hyper-personalized service. And all this with an empathetic human touch available across all web, mobile, and social channels. We are shaping the future of the online shopping experience.</p><p>🚀  Brands want to focus on their products, and very few have the time, scale, and know-how to compete on customer service. It is a complex craft where cutting-edge technologies empower large teams of humans to operate at peak efficiency. Gorgias is among the most intense workflow products in the world, where we need to solve the most complex UX challenges.</p><p>🤖  Gorgias has over 100 apps in our ecosystem that allow merchants to connect all their tools into one single solution that is uniquely theirs. Our role is to maximize the value they get by connecting all these technologies into a single human-centric system that is easy to use and easy to scale.</p><p></p><h2><strong>About the role</strong></h2><p>At Gorgias, we're seeking a Senior Product Manager, Analytics, to spearhead our efforts in delivering a reliable analytics suite that provides timely insights. This role will be pivotal in expanding our analytics capabilities, ensuring we provide tools that help merchants optimize their resources and improve their operations through deep, actionable insights.</p><p>As the Analytics team product manager, you will be responsible for developing and refining our analytics suite, ensuring it delivers valuable insights and demonstrates Gorgias's value to merchants. You will work closely with cross-functional teams, including engineering, design, and data science, to build a robust and reliable analytics platform.</p><p></p><h2>What You'll Do</h2><ul><li><p><strong>Expand Gorgias analytics suite:</strong> Develop an insights tool that creates a narrative around e-commerce customer experience, guiding merchants on important actions and focusing on standard reports with limited customizability to cover most merchants' needs.</p></li><li><p><strong>Demonstrate Gorgias' value:</strong> Provide deep insights on how our products help merchants offer great support, reduce costs, and boost revenue.</p></li><li><p><strong>Deliver and improve analytics tools:</strong> Work on tools such as SLA compliance monitoring, advanced filtering, automated metric export, Voice of Customer insights, live channel monitoring, quality control, workforce management, and operational efficiency analysis.</p></li><li><p><strong>Vision and architecture:</strong> Collaborate with the Data team to shape the future of our analytics architecture, ensuring data consistency and high-quality events.</p></li><li><p><strong>Set and achieve goals:</strong> Collaborate with an Engineer Manager, Product Designer, and Engineers to set and reach squad goals aligned with the company’s strategic direction.</p></li><li><p><strong>Build and iterate strategy:</strong> Develop and execute the Analytics team’s yearly product strategy and quarterly roadmap, prioritizing items to achieve our OKRs.</p><