Job Description
About Gladly
For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings they need AND the customer devotion that drives lasting business value. With over a decade of singular CX focus and trusted by the world’s most customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to engage customers and turn every conversation into lasting relationship equity. The result is experiences that are radically personal and effortlessly scalable, emotionally intelligent and operationally efficient.
At the heart of our simply powerful platform, Gladly maintains one continuous conversation across all channels while striking the perfect balance of AI and human connection. With 450M+ conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT, this is a team where your work has real impact at scale. Learn more at www.gladly.ai.
The Team
You’ll join Gladly’s Marketing team, reporting to our Senior Manager of Demand Generation. It’s a small, fast-moving team that runs on autonomy and initiative: we give people real ownership of their work and trust them to run with it rather than wait for direction. We favor momentum over process, welcome bold ideas, and treat candid feedback as part of how we get better together. Because the website supports nearly every part of the business, you’ll partner broadly across teams to bring their work to life on the web.
The Opportunity
Gladly is looking for a Web Experience Manager to own how our website gets built, maintained, and continuously improved. You’ll be the hands-on expert for our site, guiding pages from concept through launch, shaping layout and design decisions, and using data to steadily improve how the site performs and converts. This is a role with real, ongoing ownership of our web presence. You are equal parts builder and optimizer. You can build and maintain pages, keep Core Web Vitals strong, and QA a release across devices, and you can just as readily find where the site is losing visitors, run a rigorous A/B test, and prove the impact in GA4. You bring ideas and solutions, not just execution, and you welcome feedback on a highly visible, public site. You’ll own our web build end to end, with real creative latitude and a growth path as an individual contributor that doesn’t require moving into people management. We’re looking for someone with the initiative to thrive in a fast-paced, autonomous environment and the craft to make our site both beautiful and high-converting.
What You’ll Do
Own the Site Build
- Build, launch, and maintain landing pages and templates in Sanity, and keep our CMS and component library in good working order.
- Guide page layout and design decisions, translating brand direction into pages that look right and perform well, without managing the design team itself.
- QA every release before it ships, catching visual, functional, and cross-device issues early. Own Core Web Vitals, site speed, and SEO fundamentals like schema markup and indexing.
Drive Conversion Performance
- Spot where the site is losing people (friction in layouts, forms, navigation, or information architecture) and fix it.
- Bring a strong point of view on user flows, conversion psychology, mobile experience, and page hierarchy to every build.
- Run structured A/B tests and read the results with real statistical rigor, not gut feel.
Own Measurement, End to End
- Live in GA4 and Google Tag Manager: build events, track conversions, and run funnel analysis to explain what’s actually happening on the site.
- Stand up tracking for things like downloads, demo requests, video engagement, and CTA performance yourself, without looping in RevOps for every change.
Support Our AI-Powered Web Experiences
- Help build and maintain the AI-powered tools and experiences that live on our website, and use AI tools to move faster and ship more.
What We’re Looking For
- Roughly 5+ years building and owning marketing or ecommerce websites. We care more about talent, versatility, and a track record of sustained ownership than exact tenure.
- Hands-on experience running a website in Sanity or a comparable headless CMS, including content modeling, querying with GROQ, and defining schemas in TypeScript.
- Working proficiency in HTML, CSS, JavaScript, and React, with enough comfort in a component-based front end to move fast in Sanity.
- Real fluency in GA4 and Google Tag Manager. This isn’t a nice-to-have, it’s core to the job.
- A sharp eye for page design and layout, even if you’re not the one setting brand direction.
- A track record of using data, not opinion, to make pages and forms convert better, including structured A/B testing.
- An autonomous, solution-oriented working style: you bring ideas and options, not just blockers, and you thrive in a fast, scrappy environment with ad hoc requests.
- A friendly, good-natured approach to feedback. The website is public and everyone has opinions; you take critique in stride and come back with a new option.
Nice to Have
- Experience with heatmap or session-recording tools such as Hotjar, Microsoft Clarity, FullStory, or Crazy Egg.
- Marketing chops and a business-impact mindset, not just web performance.
- An eye for site structure, internal linking, page speed, and schema markup.
- Exposure to website personalization.
- Comfort using AI tools like ChatGPT or Claude to move faster day to day.
Salary for this role: $120,000 - $154,000
The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Gladly’s bonus plan for eligible roles. In addition to cash compensation, all Gladly’s employees are eligible to participate in Gladly’s equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.
Why Join Gladly?
Gladly is redefining customer experience AI; we’re designed for devotion, not deflection. We put people at the center of everything we build, from our platform to 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
- A company where AI is not a buzzword. We build AI products and we expect our team to use AI tools daily
We’re a team that believes in transparency, collaboration, and the idea that the best work happens when talented people genuinely enjoy working together. Top talent, good vibes, no politics. If this role excites you but you don’t meet every qualification, we still encourage you to apply. The perspectives and experiences you bring matter more than checking every box.
