Senior Product Manager - App Platform & Hero

We're looking for a Sr. Product Manager to join our App Platform product team, which is responsible for how developers (at Gladly, our partners, and our customers) connect critical systems into the Gladly product. This PM will also be thinking about 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 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 people use all day to help create great experiences for millions of people.

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:

• Making it easier for heroes to get up to speed when starting to help a customer
• Understanding the ecosystem of tools that heroes use outside Gladly, and collaborating with Partnerships to unlock key areas of opportunity
• Exploring and articulating a vision for how heroes can collaborate with each other and AI to deliver service that makes customers feel known and appreciated

What you’ll bring to the team:

• Have 5+ years of experience as a product manager, preferably with some exposure in B2B SaaS and products for superusers
• 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

Salary for this role: $128,000 to $160,000 + Equity + Benefits

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.