Chief of Staff, CX Ops
$166,000–$184,000 year
Remote · New York City, New York, United States or San Francisco, California, United States
Job Summary
Chief of Staff, CX Ops role at Gorgias focused on designing and launching programs across the CX organization, driving the AI-native post-sales agenda, building scalable AI-powered workflows, and partnering with CX leaders and cross-functional teams to operationalize strategic initiatives. You’ll own OKRs, leadership-prep dashboards, and exec-ready materials, while acting as an execution partner to multiple CX functions (Customer Success, Implementations, Support, Technical Solutions, Education) to deliver measurable outcomes. The role emphasizes building internal AI capabilities, replacing manual processes with automation, and driving cross-functional programs that impact post-sales performance across a fast-moving SaaS environment.
Required Qualifications
- 4–7 years of experience in management consulting, strategy, or operations at a fast-moving SaaS or tech company
- Experience partnering with senior leaders and delivering execution
- Experience with AI Agent products is required; familiarity with eCommerce SaaS is a plus
- Highly data-driven with dashboards and metrics, able to read data before drawing conclusions
- Structured thinker capable of translating complex problems into a clear framework and executable plan
- Excellent written and verbal communication; able to adapt to executive conversations
- Ability to operate across organizational boundaries (Finance, Product, Engineering, Sales)
- Experience working in or alongside post-sales organizations (CS, Support, Implementations) is a strong plus
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