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.
As a Senior Product Manager - AI Workflows in Banking, reporting to the Director of Product Management, Banking Integrations, you’ll own the roadmap defining how virtual assistants, agent assistants, and humans orchestrate and automate key banking processes—while maintaining the highest standards of security and compliance.
You bring deep expertise in banking operations, B2B SaaS, and AI product management. You’ll deliver end-to-end AI solutions that increase automation rates, reduce operational costs, and improve customer satisfaction for financial institutions.
Own the end-to-end product lifecycle—from discovery through optimization
Define AI-human collaboration models (intelligent routing, escalation paths, context handoffs, compliance controls) across customer-facing, agent-facing, and operational workflows
Develop multi-quarter roadmaps aligned to revenue, retention, and operational efficiency metrics
Drive prioritization balancing strategy, competitive positioning, and customer needs
Make independent decisions on complex tradeoffs (competitive risk, technical debt, resourcing)
Produce clear, actionable artifacts (prototypes, PRDs, specs, strategies) enabling multiple engineering teams
Manage escalations and balance business objectives with technical feasibility
Present product direction and progress to executive leadership (CSO, CPO, CTO)
Partner cross-functionally with Sales, Marketing, and Customer Success to drive GTM success
Conduct customer discovery through interviews, data analysis, and observational research
Establish thought leadership through content, conferences, and customer engagement
Experience Profile – 5–8+ years total experience, including:
3+ years at a bank, credit union, or financial services/banking technology company with exposure to banking operations, contact center metrics (AHT, FCR, CSAT, NPS), compliance, and customer journeys
3+ years managing enterprise B2B SaaS products, driving revenue and retention across complex sales cycles and multi-stakeholder environments
2+ years managing AI-powered products (Conversational AI, NLP, virtual assistants, LLM applications), including prompt engineering, RAG, fine-tuning, and model selection
AI Product Expertise:
Understanding when AI can/cannot reliably solve problems (accuracy thresholds, edge cases, hallucination risks, training data requirements)
Defining AI product requirements (model performance metrics, latency targets, cost constraints)
Experience launching and iterating AI features with measurable improvements
Senior PM Capabilities:
Lead large, cross-functional projects independently
Create artifacts that align technical and business teams
Make data-informed decisions under ambiguity and time pressure
Manage risk and escalation at a senior level
Banking Technology: Experience with core banking systems (FIS, Fiserv, Jack Henry), online/mobile banking platforms, CRM, or CCaaS platforms
Education: MBA, engineering degree (CS or related), or equivalent experience
Additional Experience: Voice AI or telephony products, financial services regulations (GLBA, SOC 2, PCI-DSS), CX transformation initiatives, and/or experience in high-growth SaaS environments ($100M+ ARR)
Submit resume and cover letter addressing:
*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 , mailboxes 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 talent@glia.com
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