Senior Technical Program Manager, Strategic Escalations
Glean
Mountain View, CA, United States
Not specified; not specified; not specified
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7+ years technical program management experience
B2b saas environment escalation management
Cross-functional coordination with engineering and product
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Glean is seeking a Senior Technical Program Manager for Strategic Escalations to oversee complex customer issues requiring cross-functional collaboration and technical expertise. The ideal candidate will have over seven years of relevant experience, strong communication skills, and a proven track record in managing escalations in a B2B SaaS environment.
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Job Summary
This role serves as the central driver for high-priority customer issues, partnering across Engineering, Product, Support, and Customer Success teams.
The position requires establishing clear plans of action for escalations, including timelines, owners, risks, dependencies, and communication cadences.
Candidates will identify recurring themes and systemic issues to drive long-term corrective actions that improve products and customer trust.
Matching Summary
Match Score: 75
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Glean is seeking a Senior Technical Program Manager for Strategic Escalations to oversee complex customer issues requiring cross-functional collaboration and technical expertise. The ideal candidate will have over seven years of relevant experience, strong communication skills, and a proven track record in managing escalations in a B2B SaaS environment.
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Salary
Not specified; Not specified; Not specified
Skills & Requirements
Must-have
7+ years technical program management experience
B2B SaaS environment escalation management
Cross-functional coordination with Engineering and Product
Executive communication and status reporting
Root cause analysis and technical triage
Nice-to-have
Strong analytical and problem-solving skills
Customer obsession culture reinforcement
Experience with AI or agentic capabilities
Ability to operate effectively under pressure
Process improvement and tooling optimization
Key Requirements
7+ years of experience in technical program management or related roles
Proven track record managing complex customer escalations in B2B SaaS
Strong technical fluency to engage with Engineering on APIs and infrastructure