Chief of Staff, CX Ops
WFA Digital Insight
As the demand for exceptional customer experiences continues to rise, with over 70% of companies now investing in AI-powered customer service tools, the role of Chief of Staff, CX Ops, is becoming increasingly critical. At Gorgias, a company at the forefront of conversational commerce, this position offers a unique opportunity to spearhead the development of AI-native post-sales operations. With the market for digital customer experience platforms expected to grow significantly, candidates with a background in management consulting, strategy, or operations at a fast-moving SaaS or tech company are in high demand. Before applying, candidates should be prepared to showcase their ability to design and launch new programs, drive strategic initiatives, and work closely with cross-functional partners.
Job Description
About the Role
The Chief of Staff, CX Ops, is a high-impact execution role at the center of post-sales and company-wide operations. This role is responsible for designing and launching new programs across the CX org, driving Gorgias's AI-native agenda within CX, and supporting CX function leaders as an execution partner. The ideal candidate will be a builder who thrives in ambiguity, communicates with clarity, and brings both strategic thinking and hands-on execution to everything they touch.As a key member of the CX org, the Chief of Staff will work closely with the COO to own the operating rhythm of the CX org, including OKR tracking, leadership team prep, and performance dashboards. This role will also handle the operational admin work that keeps the CX org running day-to-day, including acting as the interface between Product and CX.
What You Will Do
- Design, structure, and launch new programs across the CX org, from early idea to measurable outcomes
- Drive Gorgias's AI-native agenda within CX, identifying automation opportunities, building internal playbooks and tooling, and working with CX leaders and cross-functional partners to increase AI adoption across the merchant base
- Support CX function leaders, including Customer Success, Implementations, Support, Technical Solutions, and Education, as an execution partner, helping them structure programs, stay on track, and remove blockers
- Build and maintain the CX org's internal AI skills and automation library, systematically replacing manual processes with scalable AI-powered workflows
- Work with the COO to own the operating rhythm of the CX org, including OKR tracking, leadership team prep, and performance dashboards
- Handle the operational admin work that keeps the CX org running day-to-day, including acting as the interface between Product and CX
- Partner on cross-functional operational initiatives, working with Finance, Product, Engineering, and Sales to drive company-wide programs that require post-sales perspective and operational rigor
- Craft exec-ready materials, including strategy docs, program frameworks, and presentations, that turn complex initiatives into clear narratives
- Take on special projects that cut across functions or sit outside any existing team's mandate
What We Are Looking For
- 4-7 years of experience in management consulting, strategy, or operations at a fast-moving SaaS or tech company
- Experience partnering closely with senior leaders and knowing how to be a true execution partner
- Ability to bring structure to ambiguity and move things forward
- Strong communication and project management skills
- Experience with AI-driven customer experience initiatives
- Strong analytical and problem-solving skills
- Ability to work in a fast-paced environment and prioritize multiple projects simultaneously
- Experience with Excel and other productivity tools
Nice to Have
- Experience with conversational commerce platforms
- Knowledge of customer experience metrics and benchmarks
- Experience with AI-powered customer service tools
- Certification in management consulting or a related field
Benefits and Perks
- Opportunity to work with a fast-moving SaaS company at the forefront of conversational commerce
- Collaborative and dynamic work environment
- Professional development opportunities
- Flexible work arrangements, including remote work options
- Access to the latest tools and technologies
- Competitive compensation and benefits package
- Opportunity to work with a talented and passionate team
How to Stand Out
- Be prepared to showcase your experience with AI-driven customer experience initiatives and your ability to drive strategic initiatives.
- Highlight your ability to communicate complex ideas clearly and concisely, both written and verbal.
- Emphasize your experience working with cross-functional partners, including CX function leaders and product teams.
- Be prepared to provide specific examples of times when you had to bring structure to ambiguity and move things forward.
- Make sure your resume and cover letter are tailored to the role and highlight your relevant experience and skills.
- Research the company and the role thoroughly, and be prepared to ask informed questions during the interview process.
- Be prepared to discuss your experience with Excel and other productivity tools, and how you have used them to drive business outcomes.
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