Senior Engineering Manager - Core Services

About Gladly:

Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers.

Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture.

About the role

As our Core Services Senior Engineering Manager you will lead a team of software engineers as they continue to build and scale a solid foundation for our developers. You and your team are responsible for ensuring that Gladly's shared application services and related infrastructure remain productive and efficient.

We are looking for someone with the desire and curiosity to constantly learn and take initiative in a fast-paced SaaS company.

This position reports to a Director of Engineering.

What you’ll do

• Lead your team by coordinating with product managers, tech leads, and individual contributors.
• Set the roadmap, vision and strategy for the team.
• Develop and implement engineering processes and best practices.
• Act as a player coach to build services and products that enable scalable foundation for our product teams.
• Develop internal tools and processes for an enjoyable developer experience within Gladly.
• Take ownership of projects throughout their full cycle including inception, planning, execution and maintenance.
• Be part of the leadership team that helps shape the direction and priorities of the Product and Engineering organizations.

You’ll be successful by

• Helping your team members succeed in achieving their project and career development goals.
• Self-organizing and prioritizing your work based on the impact to the customer.
• Being eager to learn Gladly’s business domain and apply this knowledge in scaling our product.
• Showing ownership and pride by producing high quality deliverables and promoting the culture of quality within the organization.
• Understanding how to balance pragmatic solutions with software development best practices.

Few Project Examples You Could Be Working On

• Defining and implementing best practices for Gladly’s next generation of CI/CD pipelines.
• Enhancing Gladly product RBAC and expanding its authentication mechanisms.
• Creating tooling for running multiple Gladly services in local development environments.
• Building shared services such as job scheduler and secrets manager.

We’re excited about you because you have

• 5+ years of engineering management experience including hiring and growing a high-performing software engineering team.
• Previous experience as a top performing full-stack software engineer at a SaaS start-up.
• Proficiency in several programming languages.
• Experience coaching teams to ensure a delightful user experience with high-quality products that help the user solve complex real-world problems that have yet to be solved before.
• Experience ensuring that all of your engineers with variable backgrounds, seniority and understanding of the domain advance in their professional development.
• Experience working with your team to understand the users' problems and domain, and foreseeing and mitigating potential problems in plans.

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

Compensation:

$156,000 to $215,000 per annum base salary + equity + benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

Working at Gladly:

Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.

We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.

We have a strong work ethic, but value life outside of work, too.

Gladly Beliefs:

• We win as one team: We believe the most important focus for us as a team is making the company successful.
• We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.
• We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.
• We value underdog grit: Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard.
• We strive to make every shot count: We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.
• We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.

Our focus is on people and that starts with our employees. As an employee you can count on:

• Competitive salaries, stock options
• Medical, Dental, Vision and Life insurance
• Generous paid time off
• Generous paid Parental Leave
• 401K
• Flexible Spending Accounts
• Home office stipends

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Crate and Barrel, Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.

Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.