BPO Leader

Gorgias•Toronto, ON

About The Position

Gorgias 360 is a managed customer experience offering where Gorgias takes full ownership of a merchant's customer support operation. This involves 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. The program is strategically important, enabling Gorgias to serve mid to large-size merchants requiring a full-service offering. The Gorgias 360 program is at an inflection point and needs a dedicated owner to scale it from an early-stage experiment to a repeatable, scalable motion. The BPO Program Manager will be the single owner of the program, responsible for pre-sales qualification, BPO partner management, account-level automation planning, and reporting program economics to leadership. This role is within the Customer Experience organization and collaborates cross-functionally with Sales, Implementation, and Customer Success teams, reporting directly to the COO.

Requirements

Minimum 5-8 years of experience in Revenue Operations, Business operations, customer experience operations, BPO management, or a comparable operational leadership role managing agent-based programs at scale.
Demonstrated experience working cross-functionally across Sales, Finance, and Operations.
Sound commercial judgment: ability to decline attractive deals that would structurally harm program economics, and communicate that position clearly to senior stakeholders.
Ability to operate effectively in ambiguity and construct structure where none exists, this role requires building a programme playbook from the ground up.
Exceptional versatility: able to operate across strategy, analysis, vendor management, commercial negotiation, and stakeholder communication simultaneously.
Advanced proficiency with AI tools for analysis, workflow automation, reporting, and decision support, use of AI in daily work is an expectation, not a bonus.
Strong communication skills: able to present complex trade-offs clearly to executives and build operational trust with external partners.

Nice To Haves

Experience with AI-driven customer experience automation or conversational AI platforms.
Background in ecommerce or experience working with direct-to-consumer or enterprise retail brands.
Familiarity with BPO contract structures, staffing models, and SLA frameworks.
Experience sourcing and onboarding new BPO partners, including commercial negotiation.
Track record of restructuring a deteriorating vendor relationship and stabilising it into a high-performing partnership.
Technical fluency: comfortable navigating API documentation, integration specifications, and working directly with product and engineering teams.

Responsibilities

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 proactively.
Maintain the cost model and provide regular updates to Finance and leadership on trajectory and risk.
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 program.
Translate assessments into contract terms: automation commitments, SLA definitions, and appropriate commercial language.
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.
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.
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.