Senior Technical Program Manager, Strategic Escalations

Details

Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business.

At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map relationships between people, content, and activity, delivering personalized, context-aware responses. This foundation powers agentic capabilities — AI agents that automate real work across teams by accessing enterprise and world data, structured and unstructured, historical and real-time.

Responsibilities

• Own end-to-end management of strategic customer escalations, ensuring timely resolution, clear communication, and strong alignment across internal stakeholders.
• Drive cross-functional incident and escalation workflows involving Engineering, Product, Support, Customer Success, and leadership teams.
• Establish clear plans of action for escalations, including timelines, owners, risks, dependencies, and communication cadences.
• Act as the primary program lead for high-severity or high-visibility customer issues, maintaining momentum and driving decisions through ambiguity.
• Communicate status, risks, mitigation plans, and resolution progress to internal leaders and customer-facing teams with clarity and precision.
• Partner with technical teams to understand root causes, assess tradeoffs, and unblock execution paths toward resolution.
• Identify recurring themes and systemic issues across escalations, and drive long-term corrective actions with cross-functional partners.
• Improve escalation management processes, operating rhythms, reporting, and tooling to increase responsiveness and reduce customer impact.
• Develop executive-ready summaries and post-incident materials that capture business impact, technical context, and follow-up actions.
• Build trusted relationships across internal teams and help reinforce a culture of urgency, accountability, and customer obsession.

Requirements

• 7+ years of experience in technical program management, technical account management, support engineering, solutions engineering, or a related cross-functional technical role.
• Proven experience managing complex customer escalations, critical incidents, or high-priority technical programs in a B2B SaaS environment.
• Strong technical fluency and the ability to engage effectively with Engineering teams on product behavior, integrations, APIs, infrastructure, and issue triage.
• Excellent program management skills, including experience driving cross-functional execution, managing stakeholders, and operating effectively under pressure.
• Exceptional written and verbal communication skills, with experience preparing executive-facing updates and customer-sensitive communications.
• Strong analytical and problem-solving skills, with the ability to identify patterns, structure ambiguous problems, and drive durable outcomes.
• Demonstrated ability to influence without authority and align teams with competing priorities around urgent customer needs.
• Customer-obsessed mindset with sound judgment, composure, and a bias for action.
• Experience building or improving escalation programs, incident management processes, or operational reporting is a plus.
• Familiarity with enterprise software environments, customer-facing operations, and technical issue resolution workflows is preferred.

Location

This role is hybrid: 4 days a week in the Mountain View office (Mountain View, CA, United States).

Compensation & Benefits

The standard base salary range for this position is $198,000 - $235,500 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

Glean offers a comprehensive benefits package including Medical, Vision, and Dental coverage, generous time-off policy, opportunity to contribute to a 401(k) plan, a home office improvement stipend, and annual education and wellness stipends. The company also provides regular events and daily healthy lunches.

AI-First Mindset

Glean emphasizes AI fluency. As part of the interview process, candidates will complete a brief AI-focused exercise or discussion to demonstrate how they think about, design, and use AI to drive impact in the role.