Senior Program Manager, Gladly
$134-167k
+ Equity
Customer service platform
Open for applications
Customer service platform
201-500 employees
Open for applications
$134-167k
+ Equity
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- 5+ years of program management experience in SaaS startup environments, including building Program Management functions
- Strong expertise in software development lifecycle, including both pre- and post-sales stages
- Experience practicing agile methodologies, with the ability to adapt based on team needs
- Exceptional communication skills with the ability to influence conversations at all levels
- Strong analytical skills with experience in data-driven decision making
- Proven track record of working effectively in cross-functional, distributed organizations
- Strong technical aptitude and ability to master relevant technologies
- Commitment to documentation and process improvement
What the job involves
- We're looking for an experienced Program Manager to be a strong partner to our company leaders with a focus on planning & execution, dependency mapping and coordination across multiple teams
- Reporting to the VP of Engineering, you'll work closely with Product Management, Design, Product Marketing, and Customer Success leadership to deliver strategic initiatives that drive Gladly's growth
- We'll also depend on our Program Manager to standardize best practices and deliver operational excellence as we build and bring products to market
- You'll be instrumental in driving the successful delivery of our products and features while establishing the foundation for program management excellence
- Establish and maintain program governance framework, including steering committee structure
- Develop and track program KPIs, OKRs, and success metrics
- Create and maintain comprehensive program roadmaps aligned with quarterly and annual objectives
- Drive critical decision-making through data-driven insights and recommendations
- Own the release coordination processes across product teams
- Manage dependencies across Engineering, Product, Design, and Customer Success teams
- Drive alignment on priorities and resource allocation across stakeholders
- Design and implement program management methodologies and best practices
- Establish metrics and reporting frameworks for program success
Our take
Gladly is a cloud-based platform integrating multiple customer service channels into a single UI. It helps companies cater to the upward trend in personalized service by allowing them to communicate with their customers seamlessly across any channel from voice, email, messaging, chat and social media.
The rise in eCommerce has meant demand for services like Gladly is growing. To stand out, the company has focussed on building out its platform with new features. Most lately, this has included an AI and automation-driven customer service platform.
As a certified app partner to Shopify, Gladly benefits from the ability of Shopify merchants to integrate directly with its platform. The company has raised considerable funding, the latest of which supports accelerated growth on the back of releasing its unified customer service platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2024
$40m
LATE VC
Dec 2022
$55m
LATE VC
Total funding: $208m
Company benefits
- Stock options
- Medical, Dental, Vision and Life insurance
- Generous paid time off
- Generous paid Parental Leave
- 401K
- Flexible Spending Accounts
- Wellness and home office stipends
Company HQ
Bernal Heights, San Francisco, CA
Leadership
Dirk Kessler
(Co-founder)They were a Senior Software Engineer at Claris and Architect for 4 years at FileMaker. They also were the Principal Engineer at Vontu. Worked at Symantec for 7 years, leaving as Distinguished Engineer. They were also an Entrepreneur in Residence at Greylock Partners.
Michael Wolfe
(Co-founder & CPO)Current Portfolio Advisor at Point Nine Capital. They worked as a Developer at Goldman Sachs and as Director of Engineering at iPro+. Previously a VP of Engineering at Kana Communications. Co-founded Vontu and was CEO of Pipewise.
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