Senior FP&A Analyst
Gladly
About Gladly
How do you contact companies you do business with? Voice, chat, email, SMS, social media? Gladly was built to help rethink how the world's top brands communicate with their customers.
We're currently hiring software engineers to join our growing team in San Francisco.
What's life at Gladly like?
We'd like to give you a good idea of what it's like to work at Gladly. We value the strength of our team above everything else. We believe in open communication and in sharing opinions, not in micromanagement. We openly discuss all aspects of our business, and avoid internal politics. We learn from each other, and we help each other learn. We focus on a common goal, which is the success of our customers, and through it the success of our business and our people. We have a collaborative culture of mutual respect - many of us are working together for a second and even a third time. We have a strong work ethic, but value life outside of work, so we don't spend our entire lives in the office. Come join us!
About the Role
We're in search of a software engineer with experience in machine learning to use Gladly's unique dataset and to develop high-impact products. You will collaborate with a cross-functional team of engineers, product managers and designers to identify product opportunities, validate and tune machine learning models, and integrate them directly into our platform. This is a greenfield opportunity where you'll be involved in making critical decisions that will have a far reaching impact on our product and data pipeline from the ground up.
What You'll Do
- Analyze and derive insights from large, complex data sets, including real-world conversational data.
- Iteratively develop, test and integrate state-of-the-art machine learning and neural network models to improve our customer service platform.
- Build and prototype analysis pipelines to ensure quality and scalability from ingestion to transformation and storage.
- Apply coding skills to integrate your models directly into the product, collaborating with other engineers and designers.
Some example projects include:
- Apply deep learning techniques to automatically respond to customer inquiries.
- Design a speech recognition system for high quality multi-speaker call transcriptions.
- Develop optimal routing algorithms to prioritize and match customers with agents best suited to handle their questions.
This position offers multiple degrees of freedom. Whatever your role is here, you'll able to branch out and work on different projects as needed.
We are looking for a candidate who:
- Is highly inquisitive and can derive patterns and insights from large structured and unstructured datasets.
- Has a keen desire to solve business problems through tailored data science and machine learning techniques. Can see the big picture and understand requirements from other points of view, beyond just the spec.
- Excels at making complex concepts simple and easy to understand by those around you. Able to communicate both high level principles and nuances of machine learning methods to product managers and engineers.
- Has a deep understanding of statistical and predictive modeling, feature selection and dimensionality reduction, and classification, ranking and recommendation techniques.
- Has solid coding ability in a high level language and fluency with machine learning libraries. We mainly use Go, JavaScript and Python.
Desired Experience:
- Production experience with NLP, ASR and search.
- Experience working with large-scale data frameworks.
The ideal candidate is a software engineer currently practicing machine learning techniques in a production environment. However we are also open to candidates with deep expertise in machine learning who are transitioning from academia.
Just to highlight why you'll love working here at Gladly:
- We're still a small and bureaucracy-free company, so you'll be able to see projects from concept to production, ship and iterate quickly.
- We have a collaborative culture of mutual respect - many of us are working together for a second and even a third time.
- We believe in open communication and in sharing opinions, not in micromanagement.
- We have a strong work ethic, but value life outside of work, so we don't spend our entire lives in the office.
Gladly offers competitive salaries, stock options, and generous paid time off as well as:
- Medical, Dental, Vision and Life insurance
- Paid Parental Leave
- 401K
- Flexible Spending Accounts
- Fitness Stipend
- Equipment of your choice
- Commuter Benefits
Gladly is based in San Francisco and funded by Greylock Partners, NEA and GGV Capital. Learn more about the company and our team here.
About this Role.
About Gladly
For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings they need AND the customer devotion that drives lasting business value. With over a decade of singular CX focus and trusted by the world's most customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to engage customers and turn every conversation into lasting relationship equity. The result is experiences that are radically personal and effortlessly scalable, emotionally intelligent and operationally efficient.
At the heart of our simply powerful platform, Gladly maintains one continuous conversation across all channels while striking the perfect balance of AI and human connection. With 450M+ conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT, this is a team where your work has real impact at scale. Learn more atwww.gladly.ai.
The Opportunity
This is a builder's seat on a small finance team that punches well above its weight. As Gladly grows as an AI-first company, you'll own how we plan and manage operating spend, and help answer questions most finance teams haven't had to ask yet, like what spend efficiency looks like when AI is doing more of the work. If you like knowing where every dollar goes and you'd rather design the process than inherit one, you'll have the room to shape how we plan and the visibility to see your work reach our senior leadership team and board.
You'll report to our Director of FP&A and work side by side with our FP&A Manager, who'll help you get up to speed on our models and planning systems fast. Outside of finance, you'll partner most closely with leaders in Marketing and Product & Engineering, then with operating leaders across the company.
What You'll Do
- Own the operating expense plan end to end, from department budgets to software and consulting spend, and make it something leaders trust.
- Partner with leaders across the business to review budget vs. actuals, explain what's moving, and help them make smarter spending decisions.
- Build the models, processes, and planning systems that make our forecasting faster, sharper, and easier to run.
- Use AI to automate the repetitive and connect our systems, so the team spends its time on insight instead of assembly.
- Help define how an AI-first company measures spend efficiency, and how those metrics shape our forecast.
- Bring opex and headcount insight to annual planning, reforecasts, and leadership and board reporting.
What We're Looking For
- 4 to 6 years of experience in FP&A, corporate finance, accounting, consulting, or a related analytical role.
- Hands-on ownership of an operating expense budget and a budget vs. actuals process.
- Strong Google Sheets skills and the ability to build clear, structured models from scratch.
- A solid understanding of the three financial statements and how operating expenses flow through the P&L.
- Experience partnering with non-finance budget owners, and the confidence to push back.
- A bias for speed with good judgment. You know what has to be exact and what can be directional.
- Comfort working with a lot of autonomy. You prioritize well, don't wait to be asked, and raise ideas and concerns early.
- An AI-first, builder's mindset and real enthusiasm for automating the repetitive.
- Professional English fluency, written and spoken, for daily work with US-based leaders.
- Experience with NetSuite and Ramp is preferred.
- Experience with Runway or another planning tool, like Adaptive, Pigment, or Anaplan, is a plus.
- B2B SaaS or AI company experience is a plus.
Salary for this role:50,000 - 70,000 USD annually (may be paid in COL pesos depending on EOR/COR contract selection)
The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Gladly's bonus plan for eligible roles. In addition to cash compensation, all Gladly employees are eligible to participate in Gladly's equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.
Why Join Gladly?
Gladly is redefining customer experience AI; we're designed for devotion, not deflection. We put people at the center of everything we build, from our platform to our culture. When you join us, you'll enjoy:
- Competitive salaries, stock options, and comprehensive benefits
- Generous paid time off, parental leave, and home office stipends
- A fully remote work environment with opportunities for in-person team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
- A company where AI is not a buzzword. We build AI products and we expect our team to use AI tools daily
We're a team that believes in transparency, collaboration, and the idea that the best work happens when talented people genuinely enjoy working together. Top talent, good vibes, no politics. If this role excites you but you don't meet every qualification, we still encourage you to apply. The perspectives and experiences you bring matter more than checking every box.