Senior Technical Program Manager, Strategic Escalations

Glean•Mountain View, CA

1d•Hybrid

About The Position

Glean is seeking a Technical Program Manager to lead strategic customer escalations. This role involves deep cross-functional coordination, executive communication, and technical judgment. The TPM will be the central driver for high-priority customer issues, partnering with Engineering, Product, Support, Customer Success, and go-to-market teams to ensure rapid, high-quality resolution and follow-through. This is a highly visible role at the intersection of customer experience, technical execution, and operational rigor, aiming to improve products, processes, and customer trust by creating structure in ambiguous situations and driving accountability.

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.

Nice To Haves

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.

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.