Data Science Manager Agentic Engineering

We believe conversations will become the #1 way to shop.

At Gorgias were building the platform that makes this real: a unified AI agent that sells supports and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce and were leading that shift.

Our mission is to turn every interaction between a brand and its customers into a relationship: personal seamless and intelligent. By combining deep product expertise with the latest in AI were making shopping feel more natural human and connected than ever before.

To win we focus relentlessly on:

• Quality: conversations that feel authentic and on-brand.

• Experience: effortless shopping from chat to checkout.

• Re-engagement: personal 1-1 dialogue instead of noisy marketing.

The opportunity is massive. As AI reshapes how people buy Gorgias is building the foundation for the next decade of ecommerce where every brand has its own intelligent agent and every customer feels understood.

Join us to make Conversational Commerce real.

Were looking for a Data Science Manager to lead and grow the team responsible for evaluating and improving our AI Agent at Gorgias.

In this role you will lead high-impact cross-functional work that directly shapes the behavior reliability and performance of one of the most advanced AI-powered customer support platforms in e-commerce. You will own the systems and strategies that make our agent trustworthy in production across millions of real customer interactions.

You will combine technical depth product intuition and team leadership to drive the next phase of AI Agent development at Gorgias.

About Gorgias Engineering

Gorgias is now an AI Agent First engineering organization.

That means our entire product experience from customer support to shopping assistance to re-engagement is being reimagined around intelligent agents powered by LLMs and real-time infrastructure.

Our AI Agent already automates over 1.5 million customer conversations per month across thousands of e-commerce brands. These interactions span recommendation triage support resolution and more.

The Data Science team plays a critical role in this shift. We act as the observability and feedback layer for everything the agent does in production. Our team:

• Designs and runs large-scale LLM evaluation systems.

• Monitors agent behavior and performance across customers.

• Analyzes breakdowns and usage patterns.

• Drives the iteration loop that makes our AI Agent more reliable over time.

What Youll Do

• Own and scale agent evaluation systems such as golden datasets LLM-as-a-judge. automated testing and A/B testing pipelines.

• Define what working means for AI Agents in terms of quality trust reliability and user outcomes.

• Lead prompt evaluation and iteration cycles by partnering with ML Engineers and Product.

• Prioritize and manage cross-functional projects across data science ML engineering and product.

• Analyze millions of real user interactions to identify where agents succeed or fail and why.

• Build and mentor a team of data scientists and agent reliability analysts.

• Collaborate with ML engineering infrastructure and product teams to deliver measurable improvements in agent performance.

What Were Looking For

• Experience managing data science or applied ML teams in production-facing environments.

• Strong understanding of LLM evaluation prompt design and non-deterministic agent behaviour.

• Proven ability to define success metrics for AI systems and ship fast iterative improvements.

• Excellent data analysis and communication skills.

• Ability to align Engineering Product and Data around shared goals.

Company Benefits and Perks

• 5-week vacation plus 2 weeks RTT (We follow each countrys 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 GAN)

• 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 were going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

AI at Gorgias
At Gorgias AI is a natural extension of how we work and build. Our teams use it every day to research write analyze code and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT Claude Granola & others) and an annual L&D budget to explore new ones.

The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows and each team has AI champions who showcase fresh ideas during weekly company-wide standups now practically AI demo sessions.

We see AI not as a replacement for creativity or empathy but as a multiplier helping us move faster think deeper and serve customers better.

AI use in Recruiting at Gorgias
We use AI tools to assist in managing and assessing applications with human oversight at every stage.

Diversity & Inclusion at Gorgias
Were committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds experiences and perspectives because diverse teams drive innovation and better decision-making.

If you need accommodations during the application or interview process please contact us at .

Required Experience:

Manager

Key Skills
Hospitality Experience,Go,Management Experience,React,Redux,Node.js,AWS,Mechanical Engineering,Team Management,Leadership Experience,Mentoring,Distributed Systems
Employment Type : Full-Time
Department / Functional Area: Engineering
Experience: years
Vacancy: 1