Data Science 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.

We're looking for a Data Science Manager to lead and grow the team responsible for evaluating and improving our AI Agent at Gorgias.

In this role, you will lead high-impact, cross-functional work that directly shapes the behavior, reliability, and performance of one of the most advanced AI-powered customer support platforms in e-commerce. You will own the systems and strategies that make our agent trustworthy in production across millions of real customer interactions.

You will combine technical depth, product intuition, and team leadership to drive the next phase of AI Agent development at Gorgias.

About Gorgias Engineering
Gorgias is now an AI Agent First engineering organization.

That means our entire product experience — from customer support to shopping assistance to re-engagement — is being reimagined around intelligent agents powered by LLMs and real-time infrastructure.

Our AI Agent already automates over 1.5 million customer conversations per month, across thousands of e-commerce brands. These interactions span recommendation, triage, support resolution, and more.

The Data Science team plays a critical role in this shift. We act as the observability and feedback layer for everything the agent does in production. Our team:

• Designs and runs large-scale LLM evaluation systems.
• Monitors agent behavior and performance across customers.
• Analyzes breakdowns and usage patterns.
• Drives the iteration loop that makes our AI Agent more reliable over time.

What You'll Do

• Own and scale agent evaluation systems such as golden datasets, LLM-as-a-judge. automated testing, and A/B testing pipelines.
• Define what "working" means for AI Agents in terms of quality, trust, reliability, and user outcomes.
• Lead prompt evaluation and iteration cycles by partnering with ML Engineers and Product.
• Prioritize and manage cross-functional projects across data science, ML, engineering, and product.
• Analyze millions of real user interactions to identify where agents succeed or fail and why.
• Build and mentor a team of data scientists and agent reliability analysts.
• Collaborate with ML engineering, infrastructure, and product teams to deliver measurable improvements in agent performance.

What We're Looking For

• Experience managing data science or applied ML teams in production-facing environments.
• Strong understanding of LLM evaluation, prompt design, and non-deterministic agent behaviour.
• Proven ability to define success metrics for AI systems and ship fast, iterative improvements.
• Excellent data analysis and communication skills.
• Ability to align Engineering, Product, and Data around shared goals.

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