Chief of Staff, CX Ops

Gorgias•New York, NY

1d•$166,000 - $184,000•Remote

About The Position

This is a high-impact execution role at the center of post-sales and company-wide operations. Gorgias is building the AI-native post-sales organization — and this role is at the heart of that ambition. You'll design and launch new programs across the CX org, bring rigor and momentum to strategic initiatives, and work closely with CX function leaders and cross-functional partners to make things land. The right person is a builder who thrives in ambiguity, communicates with clarity, and brings both strategic thinking and hands-on execution to everything they touch.

Requirements

4–7 years of experience in management consulting, strategy, or operations at a fast-moving SaaS or tech company
You've partnered closely with senior leaders and know how to be a true execution partner — you bring structure to ambiguity and move things forward without waiting for perfect clarity
Deep, genuine interest in AI and automation — you understand how AI Agent products work and are energized by the opportunity to build AI-native operations from the ground up. Experience with AI Agent products is required; familiarity with eCommerce SaaS is a plus
Highly data-driven — you build dashboards, read metrics before drawing conclusions, and push back when decisions aren't grounded in evidence
Structured thinker who can translate a complex, half-formed problem into a clear framework and an executable plan
Excellent communicator: concise in writing, sharp in meetings, able to adapt from a working session with a function leader to a cross-functional executive conversation
Comfortable operating across organizational boundaries — you can hold your own in conversations with Finance, Product, Engineering, and Sales
Collaborative and low-ego — your success metric is the org's outcomes, not your visibility

Nice To Haves

Experience working in or alongside post-sales organizations (CS, Support, Implementations) is a strong plus

Responsibilities

Design, structure, and launch new programs across the CX org — from early idea to measurable outcomes
Drive Gorgias's AI-native agenda within CX: identify automation opportunities, build internal playbooks and tooling, and work with CX leaders and cross-functional partners to increase AI adoption across the merchant base
Support CX function leaders (Customer Success, Implementations, Support, Technical Solutions, Education) as an execution partner — helping them structure programs, stay on track, and remove blockers
Build and maintain the CX org's internal AI skills and automation library — systematically replacing manual processes with scalable AI-powered workflows
Work with the COO to own the operating rhythm of the CX org: OKR tracking, leadership team prep, performance dashboards — ensuring leadership always has a clear, data-grounded view of org health
Handle the operational admin work that keeps the CX org running day-to-day — including acting as the interface between Product and CX
Partner on cross-functional operational initiatives — working with Finance, Product, Engineering, and Sales to drive company-wide programs that require post-sales perspective and operational rigor
Craft exec-ready materials — strategy docs, program frameworks, presentations — that turn complex initiatives into clear narratives
Take on special projects that cut across functions or sit outside any existing team's mandate