Manager, Launch Management

About Glia

Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess® Architecture. With AI for All™, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations.

Valued at over $1 billion and named a Deloitte Technology Fast 500™ company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. We're also certified as a Great Place to Work, with 98% employee satisfaction.

About the Role

We are seeking an operational and people-focused leader to join our Implementation team. As the Manager, Launch Management, you will play a critical dual role: managing a growing team of individual contributors (Launch Managers) and overseeing key operational pillars including liaising with our technical Partnerships leaders and managing onboarding programs for new team joiners. 

This is an ideal role for an emerging leader with 2+ years of management experience who is passionate about people development, process optimization, and leveraging new technologies—specifically AI—to drive efficiency. You will report directly to the Head of Implementation and will work closely with our international teams (Customer Success, Support, Professional Services) in the US, Canada, Mexico and Estonia. 

What You’ll Do

1. Team Leadership & Hiring (Mexico Focus)

• Direct Management: Manage a team of 6 Implementation Consultants ("Launch Managers") based in Mexico and the U.S. Conduct weekly 1:1s, quarterly performance reviews, and provide continuous coaching to help them hit utilization and customer satisfaction goals.

• Hiring & Scaling: Partner with your manager and our Talent team to source, interview, and hire top talent, primarily in Mexico. You will be the hiring manager for this region as we expand the team.

• Culture: Foster a high-performance, collaborative remote culture that connects our Mexico-based team members with the broader global organization.

2. Operational Ownership: Onboarding & Partnerships

• Onboarding Program Lead: Own the end-to-end onboarding lifecycle for new Implementation hires. You will maintain the training curriculum, schedule shadow sessions, and ensure new ICs ramp to full productivity within their first 90 days.

• Technical Partnerships: Serve as the primary point of contact for our technical partners. You will troubleshoot escalation issues, maintain partner documentation, and identify opportunities to deepen these technical relationships.

3. Innovation & AI Adoption

• AI Implementation: Champion the use of AI tools within the implementation workflow. You will explore and operationalize tools (e.g., for data migration, automated communication, or project tracking) to reduce manual work for your team.

• Process Improvement: continuously analyze team capacity and project throughput, using data to recommend process changes that improve speed-to-value for our customers.

What We’re Looking For

• Management Experience: 2+ years of experience directly managing a team of individual contributors, preferably in Implementation, Professional Services, Customer Success, Technical Support, or Consulting. 

• SaaS/FinTech Background: Experience working in a B2B SaaS environment; familiarity with the FinTech landscape is a strong plus.

• Bilingual Communication: Native-level fluency in Spanish and business-professional fluency in English is required. You must be comfortable conducting interviews and leading meetings in both languages.

• Tech-Savvy & AI Curious: You are comfortable with complex technical products and have a genuine interest in or experience with AI tools (e.g., Gemini, ChatGPT, Copilot, automated note-takers, or data processing agents) to improve workflows.

• Project Management: Leverage professional expertise to actively train, coach, and mentor team members, focusing specifically on elevating their Project Management skills.

Bonus Points

• Experience with API integrations or technical troubleshooting.

• Previous experience building or revamping an employee training program.

• Experience working with a US-headquartered company.

Why Join Us?

• Growth: This is a high-impact role with clear visibility. You will be building the foundation for our Mexico hub.

• Impact: You won't just manage people, you will own the success of the Launch onboarding program and will be the primary contact between Implementation and Partnerships, which is a key revenue-driving division at Glia. 

• Innovation: We encourage experimentation. You will have the freedom to test new AI tools and strategies to make your team more effective.

Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

The Glia Talent Acquisition team uses @glia.com and @gliatalent.com email addresses for coordinating interviews, providing updates, and sending documents.

Our hiring process involves an introduction, practical and team interviews, and a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via [email protected]