About Gladly:
Gladly, the customer-centered, AI-powered customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
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 be thinking about how connected data and actions can be woven into the end-to-end product, from conversational AI to business rules and routing, to empowering customer service agents (we call them heroes!) to provide great service and foster long-lasting relationships. The team builds scalable solutions that are easy to set up and maintain, while also powerful and flexible to a range of needs. With the growing importance of AI, Gladly’s ability to deliver value hinges on the context and actions we can perform on the consumer’s behalf, often with tools in the Gladly ecosystem. 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 unlocks value for companies touching 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, partners, developers, 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:
- Understanding the ecosystem of tools that heroes use outside Gladly, and collaborating with Partnerships to unlock key areas of opportunity
- Expanding our new integration platform to the hero-facing experience, to address many of the limitations of our current approach
- Evangelizing ways that the App Platform can be used to unlock value through Gladly Sidekick, our conversational AI.
What you’ll bring to the team:
- Have 5+ years of experience as a product manager, preferably with some exposure in B2B SaaS and integrations
- Grasp technical details and understand technical constraints when working with engineers, preferably with some experience in coding
- 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
- 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
Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values the diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.
Compensation:
$150,000 to $180,000 per annum; equity, and benefits.
For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.
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.
What We Do
Gladly is a Radically Personal customer service platform. Designed with people at the center, Gladly enables a single lifelong customer conversation from voice to messaging, and empowers some of today’s most innovative companies to deliver exceptional customer experiences that make customer service a competitive advantage.
Why Work With Us
Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.
Gallery
