Senior Product Manager, Consumer (US)
Senior Product Manager, Consumer (US)
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1 Vacancy
Job Description
About Gladly:
Uniquely powered by Customer AI Gladly is the only CX platform that puts the customer not tickets at the center of every conversation. Trusted by the worlds most customer-centric brands including Crate & Barrel Ulta Beauty and Tumi Gladly delivers radically efficient and radically personal was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly every conversation feels uniquely tailored and instantly responsive emotionally intelligent and operationally precise deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI uniquely designed to maintain a single continuous conversation across all channels while striking the perfect balance of technology and human connection. Learn more at.
The Opportunity
Were looking for a Sr. 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. 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 millions of people use to get help from brands they love.
Wed 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 youll 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:
- 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
What youll bring to the team:
- 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
Why Join Gladly
At Gladly were not just building softwarewere transforming an industry. We take a people-first approach both in our product and our culture. When you join us youll enjoy:
- 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
At Gladly we believe in challenging the status quo celebrating grit and striving for excellence. We thrive as a team by embracing transparency collaboration and a customer-first mindset. If this role excites you but you dont meet every qualification we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
Required Experience:
Senior IC
Employment Type
Full Time
