Senior Product Manager, Consumer (LATAM)

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. Gladly delivers radically efficient and radically personal experiences and is trusted by brands including Crate & Barrel, Ulta Beauty, and Tumi. Gladly was built for B2C leaders who value both operational efficiency and exceptional experience.

The Opportunity

We're looking for a Sr. Product Manager to join our Hero product team, which is responsible for the experience that customer service agents (we call them heroes!) have when interacting with consumers using Gladly. This experience covers understanding who the customer is, including important context on their purchases and other helpful information, the lifelong conversation they’ve had across all channels, and ways to take action to address customers’ needs. The team also focuses on how heroes collaborate with other teammates, and the role of AI in helping automate simple tasks so they can focus on more complex and empathetic work. Our product teams are led by a product manager, designer, and engineering manager, and are organized around personas to help create a long-term vision and build toward it.

We're also 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 ways to communicate with customer support agents (we call them heroes), find 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 to help create a long-term vision and build toward it.

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. 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.

We’d ideally find a new teammate who can grasp technical and design concepts to bring out the best in their teammates, take complex problems and guide toward simple and intuitive solutions, sift out signal from noise, and collaborate with customers, stakeholders, and other teams to drive impact.

What you’ll 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 :

What you’ll bring to the team :

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 :

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. Diverse perspectives and experiences are the cornerstone of our success.

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