Senior Program Manager

January 28

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Logo of Gladly

Gladly

Gladly is a customer service platform that centers on AI to enhance customer interactions. The platform offers an all-in-one solution with features like People Match®, real-time CSAT feedback, and personalized self-service options, integrating seamlessly with popular tools such as Shopify and Klaviyo. With a focus on enhancing efficiency and decreasing costs, Gladly supports communication across voice, email, SMS, and social media channels. Its AI-driven approach helps businesses drive revenue and promote customer satisfaction by prioritizing personal, lifelong conversations over traditional ticketing systems.

Customer Service Platform • Saas • customer service • customer experience • omnichannel

Description

• Gladly is a customer-centered, AI-powered customer support platform. • Seeking an experienced Program Manager to partner with company leaders. • Role involves planning & execution, mapping dependencies across teams. • Focus on driving initiatives to support Gladly's growth and operational excellence. • Establish and maintain governance framework, track KPIs, and manage release processes.

Requirements

• 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

Benefits

• 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

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