Job description
About Gladly:
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection. Learn more at www.gladly.ai.
The Opportunity
We’re looking for a Sr. Product Manager to join our Hero product team, which is responsible for the experience that customer service agents (we call them heroes!) have when interacting with consumers using Gladly. This experience covers understanding who the customer is, including important context on their purchases and other helpful information, the lifelong conversation they’ve had across all channels, and ways to take action to address customers’ needs. The team also thinks about how heroes collaborate with other teammates, and the role of AI in helping automate the simple stuff so they can focus on more complex and empathetic work. Our product teams are led by a product manager, designer, and engineering manager, and are organized around personas, which helps us create a long-term vision and build toward that.
We’re looking for a Sr. Product Manager to join our Consumer product team, which is responsible for the experience that consumers have when interacting with brands using Gladly. This experience covers the range of ways to communicate with customer support agents (we call them heroes), finding answers to frequently asked questions, and more. The team works at the cutting edge of crafting AI-powered consumer experiences across all channels. Our product teams are led by a product manager, designer, and engineering manager, and are organized around personas, which helps us create a long-term vision and build toward that.
We draw inspiration from consumer apps and messaging experiences, and because we have all communication channels in one platform, we have shifted what consumers can expect from companies. And with a range of powerful AI features, we are pioneering how to balance the ease and scale of automation with the empathy and intuition of heroes. This is a great opportunity to work on an experience that millions of people use to get help from brands they love.
We’d ideally find a new teammate who can grasp technical and design concepts to bring out the best in their teammates, takes complex problems and guides towards simple and intuitive solutions, can sift out the signal from the noise, and is excited to collaborate with customers, stakeholders, and other teams to drive impact.
What you’ll do on the team:
- Create a vision and strategy for your product area that furthers the company goals and vision
- Deeply understand the market and customer needs to identify compelling problems worth solving and the viability of solutions, in partnership with design, marketing, and engineering
- Validate, plan, and deliver on both impactful enhancements and new products
- Collaborate across Product teams to build a cohesive product and hone your PM craft
- Bring others along in the process (Sales, Customer Success, Execs, partners, etc.), and align teams with a clear message
A few projects you could be working on:
- Optimizing our AI experience across all channels, including voice and text-based channels
- Expanding into new channels and use cases
- Exploring and articulating a vision for where consumer experiences are heading in an AI-enabled world
What you’ll bring to the team:
- Have 5+ years of experience as a product manager, preferably with some exposure in B2B SaaS and Consumer software products
- Demonstrate strong communication skills and intuition for how to approach communication with a wide range of audiences
- Can telescope between the details and the big picture
- Are skilled at discovery, gathering, and navigating qualitative and quantitative inputs
- Know what great design looks like, and care about delivering experiences modern consumers will enjoy
- Grasp technical details and understand technical constraints when working with engineers
- Build trust easily with collaborators and listen well, while also knowing how to push forward independently where needed
- Love tackling hard problems and coming up with powerfully simple solutions
Why Join Gladly?
At Gladly, we’re not just building software—we’re transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you’ll enjoy:
- Competitive salaries, stock options, and comprehensive benefits
- Generous paid time off, parental leave, and home office stipends
- A fully remote work environment with opportunities for in-person team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
Why Join Gladly?
At Gladly, we’re not just building software—we’re transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you’ll enjoy:
- Competitive salaries, stock options, and comprehensive benefits
- Generous paid time off, parental leave, and home office stipends
- A fully remote work environment with opportunities for in-person team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
