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VP of Product, Support Suite
Gorgias - New York, NY
posted about 2 months ago
About the position
The VP of Product for the Support Suite at Gorgias is a strategic leadership role responsible for overseeing the development and management of products used by customer experience (CX) managers and support agents. This position involves defining the product strategy, driving cross-functional collaboration, and fostering a customer-focused culture within the product team. The VP will also work closely with the conversational AI team to enhance automation in customer support while maintaining high customer satisfaction (CSAT).
Responsibilities
- Define the team's 1-3 year strategy, managing the full customer experience and identifying growth opportunities.
- Drive product and cross-functional OKR execution through regular reviews and prioritization of initiatives.
- Cultivate a customer-focused, value-driven culture and mentor product managers.
- Stay current with industry trends and foster a culture of continuous improvement.
- Identify and lead functional and business changes, using metrics to track performance and communicate product vision.
- Create a growth plan for the team, manage budget, and define resource needs.
Requirements
- 6-8 years of impactful product management experience in a fast-paced environment.
- Proven track record of leading end-to-end product development and managing teams of 10+ PMs.
- Strong expertise in agile development and a customer-centered vision.
- Ability to communicate effectively and gain buy-in for decisions across teams.
- Experience in strategic planning and managing customer experience.
Nice-to-haves
- Experience in e-commerce and customer service sectors.
- Familiarity with AI technologies and their application in customer support.
Benefits
- 5-week vacation plus 2 weeks RTT
- Paid sick leave
- Paid parental leave (16 weeks)
- Private health insurance
- Up to €700 for workstation setup at home
- Up to €2000 for learning materials per year
- Quarterly online company-wide summits
- Annual offsite team retreats
