Juggling shifting priorities, bringing teams together, and driving projects forward, no two days are ever the same for Jo McGlynn. Since joining Send as a Senior Delivery Manager and stepping up into her current role as Portfolio Delivery Manager, Jo has been at the centre of turning strategy into action and ensuring customers see real value from the platform.
From tackling the intricacies of commercial insurance delivery to championing collaboration across product, engineering, and customer teams, Jo brings focus, energy, and a solutions-driven mindset to every project.
For this month’s Q&A, we caught up with Jo to talk about what attracted her to Send, how delivery here differs from her past roles, and the proudest moments of her career so far.
What does a typical day look like for you at Send?
There really isn’t such a thing as a “typical” day. One morning might start with internal syncs or customer scrums, checking in on delivery projects, aligning on priorities, or resolving issues with engineering and product teams. By the afternoon, I could be in full customer mode, planning a new implementation or reviewing how a recent go-live has been received.
A significant part of my role also involves working directly with project teams, providing coaching and guidance, and ensuring everyone has the necessary resources to maintain momentum. Alongside that day-to-day delivery, there’s a strategic layer too. I spend time translating the direction set by leadership into practical steps that teams across the business can execute, whether that involves working with colleagues in the US or connecting with customer experience leads to ensure everything aligns.
So while no two days ever look the same, every day comes back to the same goal: moving delivery forward, smarter, faster, and more predictably.
What attracted you to join Send in the first place?
I joined as a Senior Delivery Manager, not in my current role, but the reason I came remains the same: Send felt genuinely transformative. Commercial insurance has been ready for change for a long time, but many solutions fall short, being too rigid or too slow to implement. Send’s platform is agile, flexible, and capable of tackling the complexity of the market.
For me, it was also a learning opportunity, as I’d worked in retail insurance, banking, and finance, but not commercial insurance. Beyond the product, the culture and leadership vision sealed the deal. The team had a clear direction and invited me to be part of building it. That was a big selling point.
How does delivery at Send differ from your past roles?
Earlier in my career, I worked on projects that were often siloed, heavily process-driven, and followed a strict waterfall approach. At Send, delivery looks very different; it’s dynamic and closely tied to the evolution of our product. We’re not just tracking risk or sticking to timelines; our focus is on creating real value for customers, shaping solutions that genuinely support their transformation journeys.
What makes it especially rewarding is the level of integration across teams. Delivery, product managers, and engineers work side by side, collaborating in real time to solve problems and refine solutions. That kind of cross-functional teamwork is rare compared to other places I’ve worked, and it’s a big part of why projects feel both energising and impactful here.
Collaboration is vital to Send. What does good collaboration look like to you?
For me, collaboration is all about shared ownership. Everyone may be focused on different tasks, but we’re all moving towards the same goal, to transform commercial insurance through smarter, tech-forward underwriting, and that sense of purpose keeps the team aligned. Send’s open-door culture reinforces it, whether it’s leadership or a colleague, if you need support, someone will step in. There’s a genuine respect for each other’s expertise and a willingness to help out whenever needed. That combination makes working together feel seamless and authentic, rather than something you have to force.
Our customers often want bespoke solutions. How do you balance those needs with delivering a sustainable, scalable product?
This is where the configurability of the platform really comes into play. Customers can customise workflows and integrate with their systems without requiring deep changes to the core product, which keeps implementations efficient and scalable. At the same time, not every great idea can be adopted; sometimes we need candid conversations with customers to explain why a request might not align with the product strategy.
Our strong product governance process ensures that feedback is carefully evaluated against broader market needs before anything makes it into the roadmap. It’s a careful balance: staying flexible enough to meet customer needs while maintaining a scalable, sustainable product for the future.
Has customer feedback directly shaped the roadmap?
Absolutely. Dashboards are a great example of how we continuously invest in evolving our platform to deliver the best possible customer experience. They aren’t a one-time feature, they’re a living part of the product that we refine and improve on an ongoing basis. Each update is designed to make dashboards more intuitive, visually engaging, and effortless to navigate, so they not only look good but also work seamlessly in day-to-day use.
By enhancing dashboards, we’re making it easier for customers to get greater value from the platform. This commitment to ongoing improvement ensures that the product remains impactful and aligned with the real demands of modern underwriting. In short, dashboards aren’t just a tool; they’re a reflection of how we keep pushing the platform forward to help our customers achieve more.
Looking back, which project are you most proud of?
Recently, we wrapped up a complex Open Market implementation for a specialist global underwriter operating in the UK. The project came with tight timelines and the need to integrate with external systems, all while pushing the boundaries of our core functionality. It was certainly challenging, but what made it stand out was the collaboration. Send, the customer, and strategic implementation partner worked seamlessly together, navigating obstacles and finding solutions as one team. By the time we went live, we hadn’t just delivered the project, we had driven real operational change for the customer. Seeing everyone pull together and witnessing the tangible impact the platform had on their business was incredibly rewarding, and it’s exactly why this kind of collaborative, value-driven delivery is so valuable.
Ultimately, what sets Send apart in the industry?
Send strikes a unique balance between the agility of a scale-up and the robust structure of an SME. We’re empowered to make decisions, take ownership of our work, and innovate, but always with the customer’s goals and desired outcomes at the forefront. Innovation here isn’t just for show; it’s about addressing real-world challenges and delivering solutions that have measurable value. What’s particularly motivating for me is seeing the direct impact of our work on customers, whether it’s enabling new capabilities or helping them transform their underwriting business.
That sense of making a real difference, combined with a culture built on collaboration, openness, and a clear, shared vision, makes Send an environment that’s not just unique, it’s inspiring. It’s rare to find a place where you can move quickly, think creatively, and see the results of your work so clearly.
Connect with Jo McGlynn on LinkedIn