Engineering Operations Manager

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.

***Please ensure that your application is submitted in English for the team to review***

About the Product & Engineering team at Gorgias

✍️ At Gorgias, Product, Design, and Engineering teams collaborate cross-functionally within an agile-at-scale model (Tribes & Squads).

We foster a culture centered on Getting Stuff Done, Ownership, Teamwork, Excellence, and Agility—values that define how we operate and innovate.

Our Engineering teams move fast without compromising quality. We emphasize clean code, rigorous testing, and error resolution before new feature development.

We believe in continuous growth and ownership. Mistakes happen, but they provide learning opportunities that drive us toward excellence. Progress isn’t linear, and challenges help us refine and improve.

Gorgias is a fast-paced, high-growth company, and our team thrives in this dynamic environment. We value agility, precision, and execution, embracing candor and honest feedback to achieve operational and product excellence.

What you’ll do

As an Engineering Operations Manager, you will play a critical role in ensuring operational excellence across our Engineering organization. Your primary responsibilities will include:

Tooling & System Management

• Set up, maintain, and manage contracts for key engineering tools (Linear, GitHub, Swarmia, etc).

• Oversee Linear setup and integrations.

• Report on software capitalization, ensuring compliance with financial reporting.

• Improve processes from support team to engineers to streamline workflows.

• Monitor Engineering KPIs, ensuring accurate data aggregation.

Processes & Projects

• Manage engineering cycles in Linear for every squad, including migrating issues from deprecated teams.

• Drive quarterly roadmap planning and OKRs/retrospective management and ensure documentation is complete.

• Consolidate and maintain domain ownership.

• Drive the User Impersonation Project, liaising with Legal, Security, and Engineering.

• Conduct analyses to improve engineering efficiency:

  • velocity analysis to improve planning

  • tech debt analysis to improve backlog prioritization

  • burn down charts to track progress

  • predictability analysis to increase release quality

• Maintain and improve incident management and backlog grooming processes.

Operational Excellence & Admin Support

• Organize and run recurring Engineering Surveys, Engineering All Hands, and Team Lead All Hands.

• Support the growth of the Engineering organization (180+ engineers by the end of 2025), maintaining systems up to date with the organisation chart (Slack groups and channels, HR System, Linear teams, etc).

• Assist in headcount planning, capacity planning, and budgeting for Engineering leadership.

Who you are

We are looking for a cross-functional and technically skilled professional with a strong background in Engineering Operations. You should have:

• Experience managing multiple projects across engineering, product, and operations, with experience interacting with C-level executives and ICs.

• Hands-on experience with engineering tooling (Jira, Linear, Asana, etc.) to manage engineering tools and systems, including their setup, maintenance, and integrations, as well as contracts, budget allocations, and renewals.

• Technical expertise: Comfortable with scripting, automating, and coding to support operational needs and enhance engineering workflows.

• A fast learner with the ability to tackle a wide range of operational and strategic topics, ensuring scalability without overcomplicating workflows.

• At least a 2-3 years of experience in Tech, working with Engineering teams of ~200+ people in a scaling organization.

• Completed Bachelor degree or Master degree in Engineering or Computer Sciences.

• Open to traveling a couple times a year to NYC to meet the team.

The Team

Join our Product & Engineering Operations Team, supporting the entire Product, Design, and Engineering organization. Our team is a key enabler of operational excellence and efficiency at Gorgias.

• 35 people in Product & Design

• 120+ people in Engineering (and growing!)

• Managed by the P&E Operations Lead, reporting to the VP of Product

• Work closely with the CTO, Engineering Managers, and Engineers to drive impact.

This is an exciting opportunity to shape and scale Engineering Operations at a fast-growing company, working on high-impact projects that drive efficiency, improve processes, and empower our Engineering team to do their best work.

Company Benefits and Perks

• 💰Competitive salary & equity (90th percentile of the market worldwide)

• 🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Personal credit card to buy lunches (we use Swile)

• 🏥 We provide private health insurance (we use Alan)

• 💆🏻‍♀️ Get up to €700 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to €2000 of learning material and wellness support per year! This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 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!