VP of Product Design
Gorgias: Empowering Ecommerce Brands through AI-Powered Customer Experience
Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.
Unified Customer Support Platform
We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.
Automate Support and Drive Sales
We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.
Design Team at Gorgias
Cross-Functional Collaboration
At Gorgias, Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of product development from discovery, delivery, ideation, solutioning, prototyping, validation, adoption and measuring impact.
Agile Model and Roadmap
Using an agile at scale model (Tribe x Squads) across all our products and with a very diverse team culture, our roadmap brings us together by always obsessing on customer value. We prioritize features according to (1) business impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.
Culture and Team Dynamics
Lastly, note that Gorgias is a fast-paced and high-growth company, and our team reflects that: we need to be agile, concise & precise executioners. Between each other, we value candor & honesty. We love sharing & receiving feedback to achieve product & operational excellence.
Join Us in Redefining the Future of Commerce
At Gorgias we believe commerce as a force for good and we empower merchants to grow and succeed. With traditional ecommerce growth models challenged by privacy restrictions, conversational AI now presents a fresh opportunity for engagement. AI enables merchants to offer a personalized, interactive experience—similar to being greeted by a store founder—helping customers find products, resolve issues, and re-engage with new suggestions with exceptional service.
VP of Design Role Overview
As the VP of Design, you will be lead and scale our extremely talented team of Product Designers, partnering with other leaders to drive our business outcomes. Our team is currently composed of 10 people, 2 managers and 8 ICs directly embedded in Tribes & Squads (no systems or user research team) and is expected to grow to 15+ in 2025. With 65% of the team located in North America (2 remote on PST timezone, 5 located in NYC), 35% is based out of Paris.
Responsibilities Summary
Set and Execute the Design Vision
Create and implement a forward-thinking design strategy aligned with product and brand goals, establishing clear milestones and driving measurable business impact.
Champion Customer-Centric Design
Foster a customer-first approach in all designs, obsessing about ensuring products meet real customer needs with empathy and simplicity. Build direct relationships with customers to inform design.
Lead and Inspire the Design Team
Recruit, mentor, and manage a high-performing design team, fostering a culture of honesty, ownership, and excellence. Run weekly rituals, prioritize initiatives, and support in removing blockers when needed even if that means delivering the work yourself.
Advance Cross-Functional Collaboration and Operations
Work closely with cross-functional leaders in the organization to ensure design integration with broader goals. Develop scalable design processes to enhance efficiency, consistency, and execution speed, positioning design as a key driver of business growth.
Champion Design Strategic Role
Uphold high design standards with measurable metrics, using customer stories to advocate for the team’s vision while clearly communicating design’s value at the executive level. Align resources effectively, drive initiatives that meet both business and user needs, and build a growth plan for the team, including talent development, budgeting, and acquisition strategies.
Qualifications and Traits
- Doer mindset
- Inspirational design vision
- Empathetic leadership
- Solid experience (6-8 years in product design)
Perks and Benefits
- 5-week vacation plus 2 weeks RTT
- Paid sick leave
- Paid parental leave (16 weeks)
- MacBook Pro
- Personal credit card to buy lunches
- Private health insurance
- €700 to set up your workstation at home
- €2000 of learning material per year
- Company-wide summits and retreats
Interviewing Process
- Introductory call
- Dive deep into past experience
- Meeting with a future report
- Case-study at home
- Review case study with senior team members
- Meet with CTO and co-founder
- Meet with CEO and co-founder
- References (3)
More about Gorgias
- Raised our Series C-2 for $29M in May 2024
- 15,000+ merchants using our platform since 2016
- 4.3 rating on Glassdoor & 4.7 Comparably culture score
- Customer reviews: apps.shopify.com/helpdesk#reviews
- Explore other positions at gorgias.com/about-us/jobs
Learn more about:
Equal Employment Opportunity Statement
Gorgias ensures equal employment opportunity without discrimination or harassment based on various factors. We are committed to the full inclusion of all qualified individuals and provide reasonable accommodations if needed. Please contact accommodation@gorgias.com for more information.
