About the job
About Glia
Glia stands at the forefront of AI-driven customer service solutions for the banking and credit union sectors. Our innovative platform seamlessly integrates AI technology with human agents across all voice and digital channels via our unique ChannelLess® Architecture. Featuring our hallmark AI for All™, we empower organizations to eliminate the trade-off between efficiency and excellent customer experience by automating conversations and enhancing service operations.
Valued at over $1 billion and recognized as a Deloitte Technology Fast 500™ company for five consecutive years, Glia supports over 700 financial institutions and boasts an impressive industry-leading 72 NPS. We're proud to be certified as a Great Place to Work, achieving a remarkable 98% employee satisfaction rate.
About the Role
We are on the lookout for an operationally minded and people-centric leader to join our Implementation team. As the Manager of Launch Management, you will undertake a pivotal dual role: overseeing a growing team of Launch Managers and managing critical operational components, which include collaboration with our technical Partnerships leaders and overseeing onboarding initiatives for new hires.
This position is tailored for an aspiring leader with at least 2 years of management experience, driven by a passion for team development, process enhancement, and the application of emerging technologies, particularly AI, to boost operational efficiency. You will report directly to the Head of Implementation and collaborate closely with our international teams across Customer Success, Support, and Professional Services located in the US, Canada, Mexico, and Estonia.
What You’ll Do
1. Leadership & Recruitment (Focus on Mexico)
Team Management: Supervise a team of 6 Implementation Consultants (Launch Managers) positioned in Mexico and the U. S. Conduct regular one-on-one meetings, quarterly performance assessments, and provide ongoing coaching to ensure they achieve utilization and customer satisfaction targets.
Hiring & Expansion: Collaborate with your manager and our Talent team to identify, interview, and onboard outstanding talent, primarily within Mexico. You will act as the hiring manager for this region as we scale the team.
Cultural Development: Promote a high-performing, collaborative remote culture that links our Mexico-based team members with the larger global organization.
2. Operational Leadership: Onboarding & Partnerships
Onboarding Program Oversight: Manage the complete lifecycle of onboarding new Implementation hires. You will be responsible for maintaining the training curriculum, scheduling sessions, and ensuring a smooth integration into the team.
