BPO Leader

Gorgias·Remote(Toronto)
Other
GTM

WFA Digital Insight

The demand for skilled BPO leaders has surged in recent years, with the global market expected to reach

.4 trillion by 2025. As companies like Gorgias revolutionize the ecommerce landscape with AI-powered conversational commerce, the need for experts who can manage complex customer experience operations has never been greater. With the rise of remote work, candidates with strong GTM skills and experience in BPO partner management are in high demand. Before applying, candidates should be aware of the importance of scalability, automation, and data-driven decision making in this role.

Job Description

About the Role

The BPO Leader role at Gorgias is a critical position that oversees the company's customer experience operations, including the management of BPO partners and the development of automation roadmaps. As the owner of the Gorgias 360 program, this individual will be responsible for driving the program's growth, profitability, and scalability. The role requires strong leadership, communication, and project management skills, as well as the ability to work closely with cross-functional teams, including Sales, Implementation, and Customer Success.

The Gorgias 360 program is a managed customer experience offering that combines the company's AI platform with a dedicated team of human agents. The program is designed to provide a seamless and personalized experience for customers, and the BPO Leader will play a key role in ensuring its success. This includes managing the day-to-day relationship with BPO partners, negotiating SLA agreements, and sourcing new partners as the program scales.

The BPO Leader will report directly to the COO and will be responsible for providing regular updates on program economics, automation rates, and other key metrics. This role requires a strong understanding of the ecommerce industry, as well as experience in customer experience operations, BPO partner management, and automation.

What You Will Do

  • Drive target accounts from current automation baselines toward the automation threshold
  • Track key metrics across all accounts on a weekly basis, including automation rate, agent headcount, BPO costs, and ticket volume
  • Manage the agent staffing model with the BPO partner, including enforcing productivity standards and reducing excess headcount as automation scales
  • Maintain the cost model and provide regular updates to Finance and leadership on trajectory and risk
  • Partner with Sales on every new Gorgias 360 opportunity prior to contract signature
  • Conduct structured automation feasibility assessments, including evaluating ticket mix, integration complexity, automation opportunity, and merchant operational maturity
  • Issue a clear go/no-go recommendation on whether a prospect fits the program
  • Translate assessments into contract terms, including automation commitments, SLA definitions, and appropriate commercial language
  • Own the day-to-day relationship with the BPO partner, including staffing requests, agent onboarding and offboarding, and performance reviews
  • Lead regular business reviews covering efficiency metrics, including CSAT, tickets per agent, number of agents, and resolution rates

What We Are Looking For

  • 5+ years of experience in customer experience operations, BPO partner management, or a related field
  • Strong understanding of the ecommerce industry and the role of AI in conversational commerce
  • Experience with GTM strategies and implementation
  • Excellent communication, project management, and leadership skills
  • Ability to work closely with cross-functional teams, including Sales, Implementation, and Customer Success
  • Strong analytical and problem-solving skills, with the ability to drive data-driven decision making
  • Experience with automation technologies and their application in customer experience operations
  • Strong negotiation and contract management skills
  • Ability to work in a fast-paced, dynamic environment and adapt to changing priorities

Nice to Have

  • Experience with AI-powered customer experience platforms
  • Knowledge of the Gorgias AI platform and its applications in conversational commerce
  • Experience with BPO partner management in the ecommerce industry
  • Certification in a related field, such as customer experience or project management

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a leading company in the ecommerce industry
  • Collaborative and dynamic work environment
  • Professional development opportunities, including training and certification programs
-Flexible work arrangements, including remote work options
  • Access to the latest technologies and tools in customer experience operations
  • Recognition and reward programs for outstanding performance

How to Stand Out

  • Be prepared to discuss your experience with GTM strategies and implementation, as well as your understanding of the ecommerce industry and the role of AI in conversational commerce.
  • Emphasize your ability to work closely with cross-functional teams and drive data-driven decision making.
  • Showcase your experience with automation technologies and their application in customer experience operations.
  • Highlight your strong analytical and problem-solving skills, as well as your ability to adapt to changing priorities in a fast-paced environment.
  • Be prepared to provide examples of your experience with BPO partner management and contract negotiation.
  • Research the company and its products, and be prepared to discuss how your skills and experience align with the company's goals and mission.
  • Consider creating a portfolio or examples of your work to demonstrate your expertise and accomplishments in customer experience operations.

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