Senior Product Manager - Hero

About the role:

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.

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
• Optimizing the accuracy and predictability of generative AI experiences
• 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

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.