Senior Product Manager, Gladly
Consumer
+ Stock Options
Customer service platform
Open for applications
Customer service platform
201-500 employees
Open for applications
+ 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 Consumer 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
What the job involves
- We're looking for a Sr. Product Manager to join our Hero product team, which is responsible for 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
- Product Manager to join our Consumer product team, which is responsible for the experience that consumers have when interacting with brands using Gladly
- This experience covers the range of ways to communicate with customer support agents (we call them heroes), finding answers to frequently asked questions, and more
- The team works at the cutting edge of crafting AI-powered consumer experiences across all channels
- 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 millions of people use to get 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 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
- 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
- Optimizing our AI experience across all channels, including voice and text-based channels
- Expanding into new channels and use cases
- Exploring and articulating a vision for where consumer 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
- 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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