Senior Product Manager, Gladly
AI Steering
$150-180k
Plus stock options
Customer experience AI built for LTV
Job no longer available
Customer experience AI built for LTV
201-500 employees
Job no longer available
$150-180k
Plus stock options
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- Have 5+ years of experience as a product manager, preferably with some exposure in B2B SaaS and AI 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
- If this role excites you but you don’t meet every qualification, we still encourage you to apply
What the job involves
- We're looking for a Sr. Product Manager to join our AI Steering product team, which is responsible for the experience that managers have when instructing, optimizing, and monitoring AI performance for their brand.
- This experience is central to how brands leverage Gladly’s powerfully simple agentic AI to respond to consumer questions, take action on their behalf, and do so with the confidence it will represent their brand well. Equally important, this experience covers the feedback loops to managers on how to continue improving their AI performance, quality, and impact
- The team works at the cutting edge of crafting AI-powered 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 AI experiences, and because we have all communication channels in one platform, we have shifted what consumers can expect from companies
- 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 people
- This is a great opportunity to work on an experience that managers love using and impacts millions of people getting 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 coworkers, 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
- 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 and compelling message
- A few projects you could be working on:
- Optimizing the experience of configuring AI and agentic workflows for trust, speed, and accuracy
- Expanding the range and effectiveness of feedback loops that help AI managers drive more impact
- Exploring and articulating a vision for where AI management experiences are heading in an AI-enabled world
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
- Home office stipends
Company HQ
Bernal Heights, San Francisco, CA
Leadership
Charlie Besecker
(CEO)Charlie joined Gladly in 2024 as a President, moving into the role of CEO in 2025. Prior to this, he was a CRO at GRIN and Route.
Joseph Ansanelli
(Co-Founder & Executive Chairman)After co-founding Gladly in 2015, Joseph served as the CEO until 2025. He has also been at Greylock since 2012, spending 5 years as a General Partner before becoming a Venture Partner.
Andy D'Amato
(CRO)Prior to joining Gladly in 2022, Andy spent nearly 9 years at PTC. While there he held a number of roles, including Senior VP of Sales, Americas IoT & Augmented Reality and Senior VP of Global IoT Sales.
Todd Rakow
(CFO)Todd joined Gladly in 2019 as a VP of FInance & Operations before moving into the role of CFO in 2022. Previously, he co-founded Kanjoya and served as the CFO for nearly 6 years. He also spent some time at PayPal as a Senior Operations & Strategy Manager.
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