Job Description

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

About the Role

As a Project Manager on the Professional Services team , you'll lead and coordinate strategic implementation projects for our enterprise and mid-market clients. This customer-facing role requires a blend of technical knowledge, organizational acumen, and excellent communication skills. You’ll work cross-functionally with Customer Success Managers, Solutions Consultants, Product, and Engineering to ensure projects are delivered on time, within scope, and aligned with customer goals.

What You'll Do:

• Play an active and advisory role in shaping the implementation of a small number of Enterprise customers, functioning as an extension of their team and understanding their business objectives in depth

• Work with some of Gorgias’ largest Enterprise merchants. Lead and manage end-to-end project lifecycles. From kick-off to go-live for Professional Services engagements.

• Build detailed project plans, define scope, identify resources, manage timelines, and mitigate risks.

• Serve as the primary point of contact for clients during implementations and custom solutions.

• Regularly update Leadership on project statuses, customer feedback and any innovative solutions.

• Partner closely with internal stakeholders from Go-to-Market, and Product and Engineering teams, to coordinate deliverables and align project efforts with customer goals.

• Track and report on project status, risks, issues, and dependencies to both internal teams and customers.

• Facilitate project meetings, manage communications, and ensure alignment across all parties.

• Contribute to continuous improvement of Professional Services processes, templates, and best practices.

• Support post-go-live transition to Customer Success Managers and ongoing account management teams.

Who You Are:

• 5+ years of experience in project management, preferably within SaaS, E-commerce, technology consulting, or Professional Services.

• Proven track record managing complex, cross-functional projects with Enterprise clients.

• Strong understanding of software implementation methodologies (Agile, Waterfall, or hybrid approaches).

• Excellent client-facing communication and stakeholder management skills.

• Proficiency with project management tools such as Asana, Jira, Smartsheet, or similar.

• PMP, CSM, or similar certifications a plus.

• Strong analytical, organizational, and problem-solving skills.

• A proactive, collaborative mindset and the ability to thrive in a fast-paced, evolving environment.

Perks & 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 (you’ll have your own Gorgias credit card)

• 🏥 We provide private health insurance and retirement pension

• 💆🏻‍♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year, we organize offsite team retreats and company retreats!

Diversity & Inclusion at Gorgias
We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com . Let’s grow together!

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