What are the responsibilities and job description for the Senior Program Manager position at Gladly?
About Gladly:
Gladly, the customer-centered, AI-powered customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
The Team
We're looking for an experienced Program Manager to be a strong partner to our company leaders with a focus on planning & execution, dependency mapping and coordination across multiple teams. Reporting to the VP of Engineering, you'll work closely with Product Management, Design, Product Marketing, and Customer Success leadership to deliver strategic initiatives that drive Gladly's growth. We'll also depend on our Program Manager to standardize best practices and deliver operational excellence as we build and bring products to market.
The Opportunity
As our first Program Manager at Gladly, you'll have the unique opportunity to shape and scale the Program Management function across our fully-distributed team. This role is perfect for a strategic thinker who excels at bringing structure to complex problems and thrives on cross-functional collaboration. You'll be instrumental in driving the successful delivery of our products and features while establishing the foundation for program management excellence.
We're looking for someone with a passion for operational excellence, process improvement, and cross-functional leadership, the curiosity to solve complex problems, and the initiative to thrive in a fast-paced SaaS environment.
What You'll Do
The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Gladly's bonus plan for eligible roles. In addition to cash compensation, all Gladly's employees are eligible to participate in Gladly's equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.
Why Join Gladly?
At Gladly, we're not just building software—we're transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you'll enjoy:
Gladly, the customer-centered, AI-powered customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
The Team
We're looking for an experienced Program Manager to be a strong partner to our company leaders with a focus on planning & execution, dependency mapping and coordination across multiple teams. Reporting to the VP of Engineering, you'll work closely with Product Management, Design, Product Marketing, and Customer Success leadership to deliver strategic initiatives that drive Gladly's growth. We'll also depend on our Program Manager to standardize best practices and deliver operational excellence as we build and bring products to market.
The Opportunity
As our first Program Manager at Gladly, you'll have the unique opportunity to shape and scale the Program Management function across our fully-distributed team. This role is perfect for a strategic thinker who excels at bringing structure to complex problems and thrives on cross-functional collaboration. You'll be instrumental in driving the successful delivery of our products and features while establishing the foundation for program management excellence.
We're looking for someone with a passion for operational excellence, process improvement, and cross-functional leadership, the curiosity to solve complex problems, and the initiative to thrive in a fast-paced SaaS environment.
What You'll Do
- Establish and maintain program governance framework, including steering committee structure
- Develop and track program KPIs, OKRs, and success metrics
- Create and maintain comprehensive program roadmaps aligned with quarterly and annual objectives
- Drive critical decision-making through data-driven insights and recommendations
- Own the release coordination processes across product teams
- Manage dependencies across Engineering, Product, Design, and Customer Success teams
- Drive alignment on priorities and resource allocation across stakeholders
- Design and implement program management methodologies and best practices
- Establish metrics and reporting frameworks for program success
- 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
The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Gladly's bonus plan for eligible roles. In addition to cash compensation, all Gladly's employees are eligible to participate in Gladly's equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.
Why Join Gladly?
At Gladly, we're not just building software—we're transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you'll 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
Salary : $134,000 - $167,000
