BPO Leader

About the role

Gorgias 360 is the managed customer experience offering from Gorgias: the company does not solely provide software, it takes full ownership of a merchant's customer support operation, pairing the Gorgias AI platform with a dedicated AI+human agent team through BPO partners. Gorgias bills customers directly for the full Customer Experience service (software and agents combined), agent delivery is subcontracted to a BPO partner under certain agreements. The program currently manages a portfolio of active Gorgias 360 accounts and is strategically important: it enables Gorgias to serve mid to large size merchants who require a full-service offering. The Gorgias 360 program has demonstrated real market traction with several accounts and is now at an inflection point, it needs a dedicated owner who can take it from an early-stage experiment to a repeatable, scalable motion. The BPO Program Manager will serve as the single owner of the program, responsible for pre-sales qualification, BPO partner management, account-level automation planning, and reporting program economics to leadership. The role sits within the Customer Experience organisation and works cross-functionally with Sales, Implementation, and Customer Success teams and reports directly to the COO.

Responsibilities

• Program Economics
• Drive target accounts from current automation baselines toward the automation threshold
• Track key metrics across all accounts on a weekly basis: automation rate, agent headcount, BPO costs, and ticket volume
• Manage the agent staffing model with the BPO partner: enforce productivity standards, reduce excess headcount as automation scales, and manage staffing notice periods proactive
• Maintain the cost model and provide regular updates to Finance and leadership on trajectory and risk
• Pre-Sales Qualification
• Partner with Sales on every new Gorgias 360 opportunity prior to contract signature
• Conduct structured automation feasibility assessments: evaluate ticket mix, integration complexity, automation opportunity, and merchant operational maturity
• Issue a clear go/no-go recommendation on whether a prospect fits the programm
• Translate assessments into contract terms: automation commitments, SLA definitions, and appropriate commercial language
• BPO Partner Management and Sourcing
• Own the day-to-day relationship with the BPO partner: 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
• Renegotiate SLA agreements where they create structural cost overruns
• Serve as the escalation point for operational issues: agent attrition, SLA misses, and account transitions
• Source and evaluate new BPO partners as the program scales, including contract negotiation, onboarding, and performance benchmarking
• Automation Roadmaps
• Work with Customer Success Managers and Implementation Managers to develop account-specific automation plans: priority areas, blockers, and timelines to reach targets
• Identify and escalate product gaps blocking automation progress, with clear business cases for prioritisation
• Benchmark top-performing accounts against lower-performing ones and propagate effective playbooks across the portfolio
• GTM and Strategic Alignment
• Serve as the internal subject matter expert on what makes a Gorgias 360 customer succeed: capture learnings, run retrospectives, and feed insights back to Sales and CX
• Contribute to the Gorgias 360 commercial narrative: when the full-service model is superior to software-only, what the economic case looks like for merchants, and how to position against traditional BPOs
• Represent the program in executive forums and leadership reporting as required

Requirements

• Minimum 5-8 years of experience in Revenue Operations, Business operations, customer experience operations, BPO management, or a comparable ope

Additional Information

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.

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