Senior Product Manager

Summary

Join Gladly's App Platform product team as a Sr. Product Manager! You'll create a vision and strategy for your product area, deeply understand market and customer needs, and deliver impactful enhancements and new products. Collaborate across teams to build a cohesive product and align teams with a clear message. Work on projects like improving hero onboarding, exploring hero tool ecosystems, and envisioning hero-AI collaboration. This role requires 5+ years of product management experience, strong communication skills, and technical understanding. Gladly offers competitive salaries, stock options, comprehensive benefits, generous PTO, parental leave, remote work, and a commitment to professional growth.

Requirements

• 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

Responsibilities

• 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
• Making it easier for heroes to get up to speed when starting to help a customer
• Understanding the ecosystem of tools that heroes use outside Gladly, and collaborating with Partnerships to unlock key areas of opportunity
• 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

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