Gladly

Business Development Rep

• Develop territory & targeting strategy - Partner closely with Account Executives to build and execute focused territory plans, identify high-potential accounts, and secure first meetings with the right B2C decision-makers.
• Do deep research on accounts & personas - Go beyond surface-level data: research each company’s business model, CX strategy, tech stack, and key initiatives so your outreach is specific, relevant, and hard to ignore.
• Generate new opportunities - Create a steady stream of first meetings and pipeline through consistent, high-activity prospecting and creative problem solving.
• Run multi-channel, creative outreach - Engage prospects through a thoughtful mix of phone, email, LinkedIn, SMS, and ad-hoc touches (video, voice notes, event-based outreach) tailored to each account and persona.
• Collaborate & feedback-loop - Share voice-of-customer insights with Peers, AEs and Marketing to improve messaging, campaigns, and our overall go-to-market approach.
• Continuously improve - Stay on top of AI, CX, and competitive trends in B2C to sharpen your point of view and bring fresh angles into your outreach.

Business Development Representative

Platform Engineer

• Own and evolve CI/CD infrastructure—reduce build times, improve deployment reliability, implement progressive rollouts, and make releases fast and stress-free
• Build developer tooling and automation that eliminates toil—CLI tools, deployment automation, self-service capabilities, and intuitive abstractions over complex infrastructure
• Partner with product engineering teams—gather feedback, understand workflows, and co-design solutions they'll love
• Design and maintain Kubernetes infrastructure that's operable, debuggable, and accessible—making container orchestration intuitive while ensuring reliability
• Operate and improve cloud infrastructure (AWS primary, multi-cloud with GCP/Azure) supporting AI workloads and rapid growth
• Lead technical projects spanning 2-3 engineers—define roadmaps, recommend approaches, coordinate work, and ensure delivery

Senior Platform Engineer

Engineering Manager

• Lead a cross-functional product team (backend engineers, frontend engineers, and data scientists) building the control plane for our agentic platform: dashboards, reporting pipelines, configuration UXs.
• Own the feedback loop between performance insights and agent configuration — enabling users to see what’s happening and confidently act on it.
• Develop the infrastructure that powers these loops: telemetry pipelines, evaluation metrics, and APIs that expose agent performance in understandable ways.
• Collaborate closely with Product, Design, and Data science to define what “steerability” means in practice — from reports and dashboards to in-product tuning experiences.
• Deliver production-ready tools that help users analyze agent behavior and adjust their configuration, improving outcomes in real time.
• Drive innovation, staying on the cutting edge of AI and introducing new best practices for interpretable, configurable, and human-controllable AI systems.
• Mentor engineers and foster a culture of clarity, data-driven iteration, and thoughtful system design.

Senior Engineering Manager – AI Insight, Control

Product Manager

• 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 and compelling message

Senior Product Manager, AI Guidance

Data Scientist

• Collaborate with various Gladly teams and stakeholders to build a deep understanding of our business, our customers and the problems they face
• Work closely with our product leadership to influence product roadmap and strategy, driving collaborative discussions based on quantitative insights
• Design and perform analyses or experiments to deepen our understanding of customers, uncover product improvement opportunities, provide actionable recommendations, and drive product decisions
• Develop novel algorithms to improve customer service automation and Hero efficiency, working on problems from conception through design, prototyping and shipping production features
• Provide guidance to other teams about the best practices for gaining insight into product behavior and experimentation to improve product effectiveness
• Provide mentorship to other data scientists through code and research reviews, documentation, technical guidance and pairing

Senior Data Scientist

AI Engineer

Senior AI Engineer

Product Marketing

• Drive launches that directly impact pipeline creation, win rates, product adoption, and revenue growth.
• Own the launch KPIs and hold stakeholders accountable for performance.
• Develop messaging briefs, enablement toolkits, and campaign strategies
• Work with Revenue Enablement to create scalable tools and training that drive readiness across Sales and Success teams
• Collaborate with Demand Gen, Product, Sales, and Customer Success to drive adoption
• Conduct post-launch analysis and optimization to maximize product adoption and market impact
• Translate product capabilities into compelling, customer-centric narratives
• Drive vertical, persona, and use case positioning strategies
• Partner with cross-functional teams to bring messaging to market across channels
• Serve as point of contact for creating and maintaining internal CI documentation
• Identify and track market trends and competitor movements to inform GTM

Senior Product Marketing Manager

Account Executive

• Achieve and exceed sales goals
• Build and grow sales pipeline
• Present value proposition to executive level prospects
• Establish and achieve prospecting and business development goals
• Collaborate with our Marketing and Sales Development organizations to expand pipeline and increase sales velocity
• Uncover and convert prospects to clients through cold calling, managing pre-qualified opportunities, conducting discovery, and building relationships
• Able to act as lead sales person as well as potential to lead a team as the company grows
• Serve as a mentor and motivator to the team
• Potential to attract, motivate and manage a world class team
• Willing to travel regionally to represent the company
• Additional Sales responsibilities, as needed

Enterprise Account Executive

Product Designer

• Collaborate with product management, engineering, design peers, and key stakeholders
• Craft, run, and synthesize user research sessions with your PM partner to inform long-term and near-term decisions
• Create prototypes, flows, and mockups that help your team align on the direction and deliver an amazing product
• Inform product strategy and future vision-setting for the team and broader product
• Help the team tell a compelling story of the product and where it is heading

Senior Product Designer

• 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
• Work on Hero product team responsibilities: shape agent (hero) experience, provide customer context, enable collaboration and AI-driven automation
• Work on Consumer product team responsibilities: own consumer-facing experiences across channels, craft AI-powered consumer experiences, and expand communication channels and use cases
• Potential projects include optimizing AI experience across all channels, expanding into new channels, and articulating a vision for AI-enabled consumer experiences