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.

The Role

We are seeking a Head of AI - Product Leader to lead product strategy and execution for Glia’s AI portfolio (“Customer AI”). This is a high-visibility, highly strategic role reporting to the co-founder, owning the roadmap for AI-powered automation and agent experiences used by some of the most sophisticated financial institutions in the world.

This leader will inherit and evolve an established AI product org (not a “start from zero” mandate). You’ll guide a team building vertical AI for financial services—including AI agents (chat and real-time voice), workflow automation, and the analytics/measurement layer required to deploy AI safely, effectively, and with production-grade reliability in regulated, high-trust environments. This includes addressing the unique latency, orchestration, and real-time performance challenges of conversational voice AI.

We’re looking for a product leader who is deep in the craft: someone who has truly productized AI (GenAI + agentic workflows) and can operate one level beneath the “application layer”—understanding platform/service foundations, evaluation, reliability, and the real constraints of deploying AI into production—particularly in real-time conversational systems where latency, orchestration, and quality tradeoffs directly impact customer experience.

What You'll Do:

• Own strategy, vision, and roadmap for Glia’s AI portfolio (Customer AI), aligning product, engineering, and data science around measurable outcomes.

• Lead development of a vertical AI strategy for financial services, balancing innovation with trust, safety, and enterprise readiness.

• Drive product direction across AI capabilities such as:

• Workflow automation / agentic AI for customer service and operations

• Customer-facing and internal-facing AI agents

• Analytics, measurement, and performance tooling (quality, containment, deflection, risk, accuracy)

• Partner deeply with Engineering, Data Science, Product Marketing, and GTM to ensure AI products are adoptable, differentiated, and deliver real business value.

• Establish product mechanisms for evaluation, iteration, and reliability (e.g., how we measure success, reduce failure modes, and ship improvements continuously).

• Help evolve Glia’s AI posture across build vs. partner, leveraging Glia’s investments (including proprietary capabilities) while staying current with the broader ecosystem.

• Influence org design and longer-term scope—potentially helping unify adjacent AI areas under a cohesive product strategy, depending on level and experience.

• Represent AI strategy with executive stakeholders and serve as a key voice in company-wide prioritization and strategic planning.

Qualifications:

• 10+ years in Product Management, including leadership of product leaders/managers (Director+), ideally in B2B SaaS.

• Demonstrated experience productizing AI/ML systems in production, with strong exposure to GenAI and/or agentic workflows (not just “interest in AI”).

• Strong preference for candidates who come from one of these paths:

• AI-focused product leadership at a conversational AI / customer service AI company (e.g., chatbot/voice automation/agent assist space), or

• Platform/service product leadership where AI was shipped as a capability layer (not just UI features).

• Ability to operate at the “second layer down”:

• Understands model behavior, quality/eval concepts, feedback loops, orchestration patterns, and real-world deployment constraints.

• Proven ability to lead in complex, cross-functional environments with ambiguity—setting direction, making tradeoffs, and aligning stakeholders.

• Executive-level communication: can clearly articulate strategy, risks, and rationale to C-suite, technical leaders, and GTM teams.

• Experience building in or for regulated / high-trust industries (financial services a strong plus).

Bonus:

• Prior experience in conversational AI (chat, voice, agent assist), contact center platforms, or automation ecosystems.

• Familiarity with enterprise requirements: security, compliance, auditability, and governance for AI.

• Experience with evaluation frameworks, experimentation systems, and “AI product operations” (tooling + processes that keep AI improving post-launch).

Experience working with proprietary models as well as partner ecosystems (e.g., major model providers), including vendor strategy and tradeoffs.

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 talent@glia.com