Manager, Delivery Excellence

Описание вакансии

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:

Glean is seeking an additional leader of our DEM (Delivery Excellence Management) team. The Delivery Excellence team is accountable for a customer’s deployment of the  Glean platform. They lead efficient technical deployments, proactive program management, and measurable value realization for customers—from kickoff through go‑live and growth. DEMs partner closely with Sales, Solution Architects, AI Outcomes, Support, and R&D to deliver reliable launches and long-term success.

You will:

• Lead, grow, and mentor a team of Delivery Excellence Managers; own team performance, operating rhythms, and career development.
• Establish prescriptive delivery playbooks, templates, and operating standards (SSO, people data, connectors, readiness gates) to ensure consistent, high-quality deployments at scale.
• Own end‑to‑end delivery governance across your team’s accounts: kickoff, plan, deploy, go‑live, handoff, and renewal‑readiness, including proactive risk management and escalation handling.
• Set and report on portfolio‑level KPIs (deployment velocity, time‑to‑value, adoption, satisfaction, ROI proxies), and drive continuous improvement against these metrics.
• Partner with Sales, Solution Architects, AI Outcomes Managers, Support, and R&D to ensure a seamless customer journey and accelerate value realization post‑launch.
• Engage with executive sponsors and customer program leads to align on goals, joint success plans, and measurable outcomes; serve as a strategic advisor when tradeoffs arise.
• Systematize feedback loops from field to product; influence roadmap and readiness (connectors, deployment tooling, admin UX, observability) with clear business impact cases.
• Raise the delivery bar: improve onboarding processes, documentation, playbooks, and tooling; champion operational excellence across planning, execution, and closeout.

About you:

• 6+ years in customer-facing delivery, implementation, technical account management, or consulting for enterprise SaaS; 2+ years leading/managing delivery or customer success/PS teams.
• Strong understanding of SDLC and modern delivery practices (Agile/DevOps), with the ability to guide hands-on work in SSO setup, people data, and enterprise connector configuration.
• Proven record of building playbooks, standardizing processes, and running delivery at scale with clear KPIs and continuous improvement cycles.
• Executive presence and clear communication; comfortable leading escalations, aligning cross‑functional stakeholders, and making outcome‑oriented decisions.
• Analytical, systems-thinking mindset; adept at diagnosing deployment blockers and translating field insights into product/process enhancements.
• Cloud fluency (AWS, Azure, or GCP). One of the following—or willingness to obtain within 90 days—is a plus: AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader.

Location:

• This role is hybrid (4 days a week in our Nashville office)

Compensation & Benefits:

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.

We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

#LI-HYBRID

AI-First Mindset at Glean:

At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today — prior Glean experience isn't required.