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Manager, Delivery Excellence

Remote- US

About Glean:

Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company’s cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.

Glean was born from Founder & CEO Arvind Jain’s deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.

 
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 job is remote in the US

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.

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