About Parloa

Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience — one where customer support is no longer transactions, but meaningful exchanges.

It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale.

About the role:

As a Senior Technical Program Manager (TPM) at Parloa, you will lead the end-to-end delivery of enterprise Agentic AI deployments, owning execution across complex customer implementations from kickoff through go-live and hypercare. You will operate as the single accountable delivery owner across enterprise programs, driving alignment across customers, internal delivery pods, and partner ecosystems to ensure successful outcomes at scale.

This is a highly cross-functional, customer-facing role where you combine structured program leadership with deep technical delivery coordination, guiding enterprise organizations through large-scale AI transformation initiatives. You will partner closely with Forward Deployed Engineers, Agent Architects, Deployment Strategists, Product, Sales, and external partners to drive successful deployments and long-term customer outcomes.

You will play a critical role in scaling how enterprise customers adopt and operationalize agentic AI, ensuring delivery excellence while helping shape Parloa’s implementation and operational best practices. In addition, you will mentor junior TPMs across the organization, helping elevate delivery rigor, governance standards, and execution quality across the broader team.

Areas of ownership:Project Ownership & Delivery

• Own end-to-end delivery for assigned enterprise Agentic AI deployments, translating strategic objectives into coordinated execution plans across scope, timeline, budget, quality, and risk management
• Operate as the sole accountable delivery owner across complex enterprise implementations, driving execution from SOW kickoff through technical design, integration, UAT, production go-live, and hypercare
• Lead delivery pods consisting of Forward Deployed Engineers and Agent Architects, coordinating cross-functional execution and dependencies without direct authority
• Select and apply the appropriate delivery methodology (Agile, Waterfall, or Hybrid) based on customer environment, complexity, and risk profile
• Drive detailed project planning across workstreams, dependencies, critical path management, milestones, and resource allocation across internal and external teams
• Maintain and actively manage project documentation, including project plans, RAID logs (Risks, Assumptions, Issues, Dependencies), change logs, risk registers, capacity plans, and delivery governance artifacts
• Proactively identify and manage scope changes, delivery risks, resource constraints, and commercial implications, escalating appropriately to customer and internal leadership

Customer & Stakeholder Management

• Serve as the primary delivery contact for enterprise customer stakeholders across business, technical, operational, and executive functions, including VP and SVP-level sponsors
• Build trusted relationships with senior customer stakeholders, translating business goals into structured implementation plans with clearly defined milestones, owners, dependencies, and success criteria
• Facilitate recurring governance forums including status meetings, steering committees, UAT reviews, executive updates, escalation management, and go-live readiness assessments
• Translate technical delivery complexity into clear business impact and executive-level communication
• Manage customer escalations confidently while maintaining stakeholder trust and delivery momentum under pressure
• Partner closely with Engagement Management post-go-live to support adoption, expansion readiness, and long-term customer success outcomes

Cross-Functional & Technical Delivery Coordination

• Coordinate closely with Forward Deployed Engineers to manage integration readiness, infrastructure dependencies, environment setup, production stability, and deployment execution
• Lead technical architecture and integration discussions with enterprise customers and internal engineering teams, evaluating solution feasibility, challenging implementation approaches, and driving scalable design decisions
• Drive integration workstreams across enterprise systems and third-party platforms, ensuring alignment across technical and operational dependencies
• Partner with Agent Architects on discovery workshops, conversational design, prompt and context strategy, testing, and conversational optimization
• Collaborate cross-functionally with Sales, Solution Engineering, Product, Support, and Deployment Strategists to ensure seamless customer handoff, implementation, operationalization, and expansion readiness
• Partner with Sales and Solutions Engineering during pre-sales phases to support scoping discussions, resource estimation, SOW development, and delivery risk assessment
• Maintain oversight of all in-scope workstreams, including off-platform dependencies required for successful deployment delivery
• Manage co-delivery execution with external partners including SIs, GSIs, and BPOs, ensuring accountability, alignment, escalation management, and delivery coordination

Methodology & Delivery Excellence

• Lead sprint planning, retrospectives, sprint reviews, and delivery ceremonies for Agile and Hybrid implementations
• Facilitate stage-gate reviews and milestone governance for Waterfall deployments
• Establish and maintain strong delivery governance frameworks, including escalation protocols, executive reporting structures, status cadences, and operational review processes
• Drive consistency in delivery standards and operational rigor across documentation, implementation governance, runbooks, design artifacts, and handover processes
• Ensure security, compliance, data governance, and regulatory requirements are identified early and integrated into delivery planning and execution
• Mentor junior TPMs across delivery methodology, stakeholder management, governance rigor, and operational execution best practices

What Success Looks Like

• Successfully delivers complex enterprise Agentic AI deployments on time and within scope, driving smooth customer launches, strong stakeholder alignment, and measurable business outcomes

• Acts as the central orchestration point and sole accountable delivery owner across customers, internal delivery teams, and partners, proactively managing risks, dependencies, timelines, escalations, and execution quality

• Builds trusted relationships with executive and technical stakeholders while establishing scalable delivery processes and operational excellence across implementations

• Drives technical and operational alignment across integration-heavy enterprise deployments while helping mature Parloa’s broader delivery organization and TPM capabilities

Who you are:

• You bring 6+ years of experience in technical program management, enterprise software delivery, professional services, consulting, or customer implementation roles
• You have a proven track record serving as the sole delivery owner for complex enterprise deployments involving multiple stakeholders, integrations, and cross-functional delivery teams
• You have successfully managed large-scale or technically complex enterprise implementations on time and within budget, including programs with multiple simultaneous integration workstreams
• You bring strong technical credibility and are comfortable leading integration architecture discussions, evaluating solution feasibility, and challenging implementation approaches with engineering teams
• You are highly organized and execution-oriented, with the ability to manage competing priorities while maintaining strong attention to detail
• You are comfortable operating in both technical and business environments, translating delivery complexity into clear customer communication and actionable plans
• You have experience working with Agile, Waterfall, and Hybrid delivery methodologies and know how to adapt processes to customer needs
• You bring strong stakeholder management and executive communication skills, with the ability to influence alignment across customers, partners, and internal teams
• You thrive in fast-moving environments, operate with a strong ownership mindset, and proactively drive issues to resolution
• You are collaborative, structured, and solutions-oriented, helping teams stay aligned while driving measurable customer outcomes
• You have experience mentoring or guiding more junior team members and helping establish scalable delivery best practices

Nice to Have:

• Hands-on experience with Large Language Models (LLMs), conversational AI, or enterprise AI deployments
• Exposure to customer experience platforms, CCaaS technologies, APIs, or enterprise integrations, including platforms such as Genesys, Five9, NICE, or Avaya
• Experience participating in pre-sales scoping, SOW development, resource estimation, or commercial deal structuring
• PMP, Scrum Master, Agile, or related project management certifications
• Experience working with enterprise partners such as SIs, GSIs, or BPOs
• Drive and passion for AI tooling, delivery optimization, and operational process improvement
• Experience operating in global or multi-region enterprise delivery environments

Our recruiting process:

Talent Acquisition → Hiring Manager → Technical Case Study & Stakeholder Interview(s) → Bar Raiser

Why Parloa?

We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale and want your work to matter in real, everyday moments, this is where you do it.

At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them.

We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one.

Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.

Compensation for this role is structured as On-Target Earnings (OTE), consisting of a base salary and performance-based variable component, in addition to an equity package.

Salary Range: $150,000 USD - $170,000 USD

Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.

Parloa is an e-verify employer in the USA. Please click here to learn more.

* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.