Senior Technical Program Manager, Strategic Escalations

About Glean: 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 - without vendor lock-in or costly implementation cycles. At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level. Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality. If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more - deeply embedded where people get things done. You’ll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company.   About the Role: We’re looking for a Technical Program Manager to lead strategic customer escalations that require deep cross-functional coordination, crisp executive communication, and strong technical judgment. In this role, you will serve as the central driver for high-priority customer issues, partnering across Engineering, Product, Support, Customer Success, and go-to-market teams to ensure rapid, high-quality resolution and durable follow-through. This is a highly visible role that sits at the intersection of customer experience, technical execution, and operational rigor. You will help create structure in moments of ambiguity, drive accountability across teams, and turn escalations into opportunities to improve products, processes, and customer trust. You will: 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. About you: 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 our Mountain View office) 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,