Manager Implementation

📋 Description

• • Manager, Implementation at Gorgias Inc. leads a team of Implementation Managers to ensure seamless onboarding and successful adoption of Gorgias’ Helpdesk and AI Agent products, directly impacting customer retention and the company’s mission to transform ecommerce through conversational AI.
• • Day to day, the role involves leading and developing a team through regular 1:1s and coaching, setting team OKRs aligned with CX department strategy, serving as the primary escalation point for complex onboarding challenges, leading department-wide implementation projects (e.g., tooling rollouts, process redesigns), partnering with Sales, Product, and CX teams to improve handoffs and customer experience, owning implementation velocity and adoption metrics using data-driven insights, hiring and onboarding top-performing Implementation Managers, and embedding AI tools into team workflows as an AI Integration Champion.
• • The Customer Implementation Team at Gorgias is dedicated to delivering white-glove onboarding experiences that empower merchants to launch swiftly and effectively, driving product adoption, usage, and long-term retention by helping businesses unlock automation and configure AI Agent from day one.
• • In this role, you will develop leadership and strategic planning skills, deepen expertise in SaaS implementation and AI-enabled customer onboarding, drive measurable improvements in team performance and customer outcomes, and grow as a people manager in a fast-moving, innovative startup environment focused on the future of conversational commerce.