Senior Technical Program Manager, Strategic Escalations
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Job Location:
Mountain View, CA - USA
Yearly Salary:
$ 198000 - 235500
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
About Glean:
Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industrys most advanced enterprise search has evolved into a full-scale Work AI ecosystem powering intelligent Search an AI Assistant and scalable AI agents on one secure open platform. With over 100 enterprise SaaS connectors flexible LLM choice and robust APIs Glean gives organizations the infrastructure to govern scale and customize AI across their entire business - without vendor lock-in or costly implementation cycles.
At its core Glean is redefining how enterprises find use and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people content and activity delivering deeply personalized context-aware responses for every employee. This foundation powers Gleans agentic capabilities - AI agents that automate real work across teams by accessing the industrys broadest range of data: enterprise and world structured and unstructured historical and real-time. The result: measurable business impact through faster onboarding hours of productivity gained each week and smarter safer decisions at every level.
Recognized by Fast Company as one of the Worlds Most Innovative Companies (Top 10 2025) by CNBCs Disruptor 50 Bloombergs AI Startups to Watch (2026) Forbes AI 50 and Gartners Tech Innovators in Agentic AI Glean continues to accelerate its global impact. With customers across 50 industries and 1000 employees in more than 25 countries were helping the worlds largest organizations make every employee AI-fluent and turning the superintelligent enterprise from concept into reality.
If youre excited to shape how the world works youll help build systems used daily across Microsoft Teams Zoom ServiceNow Zendesk GitHub and many more - deeply embedded where people get things done. Youll ship agentic capabilities on an open extensible stack with the craft and care required for enterprise trust as we bring Work AI to every employee in every company.
About the Role:
Were looking for a Technical Program Manager to lead strategic customer escalations that require deep cross-functional coordination crisp executive communication and strong technical this role you will serve as the central driver for high-priority customer issues partnering across Engineering Product Support Customer Success and go-to-market teams to ensure rapid high-quality resolution and durable follow-through.
This is a highly visible role that sits at the intersection of customer experience technical execution and operational rigor. You will help create structure in moments of ambiguity drive accountability across teams and turn escalations into opportunities to improve products processes and customer trust.
You will:
- Own end-to-end management of strategic customer escalations ensuring timely resolution clear communication and strong alignment across internal stakeholders.
- Drive cross-functional incident and escalation workflows involving Engineering Product Support Customer Success and leadership teams.
- Establish clear plans of action for escalations including timelines owners risks dependencies and communication cadences.
- Act as the primary program lead for high-severity or high-visibility customer issues maintaining momentum and driving decisions through ambiguity.
- Communicate status risks mitigation plans and resolution progress to internal leaders and customer-facing teams with clarity and precision.
- Partner with technical teams to understand root causes assess tradeoffs and unblock execution paths toward resolution.
- Identify recurring themes and systemic issues across escalations and drive long-term corrective actions with cross-functional partners.
- Improve escalation management processes operating rhythms reporting and tooling to increase responsiveness and reduce customer impact.
- Develop executive-ready summaries and post-incident materials that capture business impact technical context and follow-up actions.
- Build trusted relationships across internal teams and help reinforce a culture of urgency accountability and customer obsession.
- 7 years of experience in technical program management technical account management support engineering solutions engineering or a related cross-functional technical role.
- Proven experience managing complex customer escalations critical incidents or high-priority technical programs in a B2B SaaS environment.
- Strong technical fluency and the ability to engage effectively with Engineering teams on product behavior integrations APIs infrastructure and issue triage.
- Excellent program management skills including experience driving cross-functional execution managing stakeholders and operating effectively under pressure.
- Exceptional written and verbal communication skills with experience preparing executive-facing updates and customer-sensitive communications.
- Strong analytical and problem-solving skills with the ability to identify patterns structure ambiguous problems and drive durable outcomes.
- Demonstrated ability to influence without authority and align teams with competing priorities around urgent customer needs.
- Customer-obsessed mindset with sound judgment composure and a bias for action.
- Experience building or improving escalation programs incident management processes or operational reporting is a plus.
- Familiarity with enterprise software environments customer-facing operations and technical issue resolution workflows is preferred.
- This role is hybrid (4 days a week in our Mountain View office)
Compensation & Benefits:
The standard base salary range for this position is $198000 - $235500 annually. Compensation offered will be determined by factors such as location level job-related knowledge skills and experience. Certain roles may be eligible for variable compensation equity and benefits.
We offer a comprehensive benefits package including competitive compensation Medical Vision and Dental coverage generous time-off policy and the opportunity to contribute to your 401k plan to support your long-term goals. When you join youll receive a home office improvement stipend as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events and provide healthy lunches daily to keep you fueled and focused.
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. Were committed to an inclusive and diverse company. We do not discriminate based on gender ethnicity sexual orientation religion civil or family status age disability or race.
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AI-First Mindset at Glean:
At Glean AI fluency is core to how we work and were committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process youll complete a brief AI-focused exercise or discussion so we can understand how you think about design and use AI to drive impact in your role. Feel free to reference any tools platforms or workflows you use today prior Glean experience isnt required.
Required Experience:
Manager
About Company
Glean was created to deliver healthy and fresh foods - made directly from fruits and vegetables - into your hands! Sweet Potato Flour & Pumpkin Flour now available. Our team is made up of a handful of passionate people who have worked in food and agriculture most of their careers - ... View more
