Remote Senior Product Manager

Summary

Join us to solve energizing product challenges of ecommerce! Great customer service is the new normal. Shoppers are more discerning than ever and demand hyper-responsive engagement and hyper-personalized service. And all this with an empathetic human touch available across all web, mobile, and social channels.

Requirements

• Proven experience in product management with a focus on enterprise software for customers with complex, large-scale needs
• Track record of challenging the status quo: You have experience leading high-impact, cross-functional projects that pushed the boundaries of an organization, transforming how a product operates at scale
• Deep understanding of enterprise readiness: You know what it means to deliver enterprise-grade reliability, scalability, performance , and security
• Hands-on approach to driving enterprise adoption: You’re not afraid to jump in and ensure that key enterprise clients have a smooth onboarding and adoption experience
• Doer Mindset: You push boundaries, finding creative ways to get things done. You lead by example, navigating between executive expectations and project-level details
• Self-Starter: You thrive in fast-changing environments, building scalable processes to help teams achieve operational excellence through efficiency and automation
• Empathetic Leadership: You communicate effectively, balancing data-driven decisions with stakeholder buy-in. You care about the impact of your choices, leading with empathy
• Radical Prioritization: You focus on high-impact tasks, comfortably saying no to low-priority items. You constantly revisit your workload to ensure maximum value

Responsibilities

• Define the Enterprise Roadmap: Lead the strategy and execution for enterprise features like advanced reporting, integrations, and scalability improvements
• Identify and Address Enterprise Needs: Conduct customer research to understand the unique needs of enterprise clients and address feature gaps, particularly in scalability, security, reporting, and integrations
• Manage Cross-Functional Projects: Oversee large-scale projects across multiple teams to ensure enterprise-readiness, from performance and stability to multi-channel support and integrations
• Drive Enterprise Adoption: Take ownership of adoption for select enterprise customers, working hands-on with sales and success teams to ensure they thrive on Gorgias
• Own Enterprise Voice of Customer: Engage with key accounts to gather feedback, and use insights to continuously shape the product roadmap
• Enable Large-Scale Integrations: Lead the development of enterprise-level integrations and multi-channel support to ensure smooth onboarding for large merchants
• Deliver Enterprise Reporting & Analytics: Drive the development of advanced reporting features, helping large merchants track success within Gorgias
• Address Enterprise Gaps: Continuously identify and address gaps in the product for enterprise customers, proactively managing churn risks through key feature improvements
• Get Enterprise-Level Scalability and Performance: Collaborate with platform engineers to ensure enterprise-grade security, uptime, and overall system performance. Prioritize initiatives that strengthen stability and meet the rigorous demands of large merchants

Benefits

• 5-week vacation
• Paid sick leave (15 days)
• 6 weeks full remote/year
• Paid parental leave (16 weeks)
• MacBook Pro
• CAD $400/month for lunch expenses
• Private health insurance and retirement pension
• Up to CAD $900 to set up your workstation at home
• Up to CAD $2600 of learning material and wellness support per year