Senior Product Manager

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.

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.

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 and AI controls. 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.

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 understand how our underlying systems must evolve, identifying architectural gaps, system behaviors, and constraints that shape the next generation of AI Agent orchestration.

• Work across B2B (merchants) and B2C (shoppers) experiences to ensure the AI Agent creates value for both.

• Drive execution from strategy to delivery, ensuring business outcomes tied to OKRs.

• Impact-obsessed: you drive high-velocity execution and take a hands-on approach where needed.

• Strong product management experience owning strategy, complex problem areas, and long-term roadmaps.

• Highly analytical, comfortable with BI tools, SQL, or scripting to inform decisions.

• Organized and structured, thriving in fast-changing environments with high ambiguity.

• Customer- and data-driven in every decision, with a demonstrated track record of delivering meaningful impact.

• Comfortable working with LLMs or modern AI technologies (or eager to go deep)

• Extremely comfortable collaborating with engineers, discussing architecture, system behaviors, failure modes, and technical tradeoffs.

• Skilled at breaking down technical challenges into clear product requirements, sequencing, and strategic decisions.

• Curious, resourceful, and proactive in researching technical approaches, best practices, and emerging patterns to guide system evolution.

• Thrive in system-heavy problem spaces and enjoy understanding how things work under the hood.

• Nice to have: Experienced in ecommerce or SaaS, ideally building for merchants (B2B) and shoppers (B2C).

• Competitive salary & equity (90th percentile worldwide, go check our public salary calculator)

• 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

• Paid sick leave

• Paid parental leave (16 weeks)

• MacBook Pro

• Personal credit card to buy lunches (we use Swile)

• We provide private health insurance (we use Alan)

• Get up to €700 to set up your workstation at home (working from home should feel breezy)

• Get up to €2000 of learning material and wellness support per year This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• Every quarter, we organize an online company-wide summit to discuss where we're going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats

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, Cursor & 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.

AI use in Recruiting at Gorgias
We use AI tools to assist in managing and assessing applications, with human oversight at every stage.

Diversity & Inclusion at Gorgias
We're committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.

If you need accommodations during the application or interview process, please contact us