Technical Program Manager

Technical Program ManagerNew York OfficeAbout ParloaParloa'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 RoleAs a Technical Program Manager 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 act as the central delivery owner across customers, internal delivery teams, and external partners, ensuring enterprise programs are delivered successfully, on time, and at scale. This is a highly cross-functional, customer-facing role where you will combine structured program leadership with technical delivery coordination, partnering closely with Forward Deployed Engineers, Agent Architects, Product, Sales, Solution Engineering, and partner organizations to drive successful enterprise AI transformations. You will also play a key role in helping scale Parloa's delivery organization by driving operational rigor, and improving governance processes.Areas of OwnershipEnterprise Delivery LeadershipOwn end-to-end delivery across scope, timeline, budget, quality, risks, and dependencies for enterprise AI deploymentsLead implementations from SOW kickoff through design, integration, UAT, production go-live, and hypercareDrive execution across cross-functional delivery pods consisting of Forward Deployed Engineers, Agent Architects, and partner teamsMaintain project governance across project plans, RAID logs, milestone tracking, risk management, change requests, and escalation handlingProactively identify delivery risks, resource constraints, and implementation blockers while driving alignment across stakeholdersCustomer & Stakeholder ManagementServe as the primary delivery contact for enterprise customer stakeholders, including executive sponsors and technical leadersTranslate business objectives into structured implementation plans with clear ownership, milestones, and success criteriaLead governance meetings, executive updates, steering committees, UAT reviews, and go-live readiness discussionsManage customer escalations and maintain delivery momentum across complex, high-visibility programsPartner closely with Engagement Management post-go-live to support long-term adoption and expansion opportunitiesTechnical & Cross-Functional CoordinationCoordinate technical delivery across integrations, infrastructure, environments, testing, and deployment readinessPartner closely with Product, Sales, Solution Engineering, Support, and Deployment Strategists to ensure smooth customer executionSupport pre-sales activities including delivery scoping, resource estimation, SOW reviews, and implementation risk assessmentManage co-delivery execution with SIs, GSIs, BPOs, and external implementation partnersEnsure technical and operational dependencies are aligned across all delivery workstreamsDelivery Excellence & Operational RigorApply Agile, Waterfall, or Hybrid methodologies based on customer needs and implementation complexityDrive consistency across delivery governance, implementation standards, documentation, runbooks, and operational processesEnsure compliance, security, and data governance requirements are incorporated into delivery planningMentor junior TPMs and help establish scalable delivery best practices across the broader organizationWhat Success Looks LikeEnterprise Agentic AI deployments launch successfully, on time, and with strong customer outcomesCustomers, partners, and internal teams trust you to drive clarity, accountability, and execution across complex enterprise programsRisks, dependencies, escalations, and delivery challenges are proactively managed before impacting implementation successDelivery processes, governance frameworks, and TPM best practices scale effectively as Parloa continues to growWho You Are3+ years of experience in technical program management, enterprise software delivery, consulting, professional services, or customer implementationsProven experience leading complex enterprise deployments involving integrations, multiple stakeholders, and cross-functional delivery teamsStrong technical credibility and comfort discussing integrations, APIs, infrastructure dependencies, and implementation trade-offsExperience managing enterprise programs across Agile, Waterfall, and Hybrid delivery methodologiesStrong stakeholder management and executive communication skills with the ability to influence alignment across technical and business teamsHighly organized, execution-oriented, and comfortable operating in fast-paced, ambiguous environmentsStrong ownership mindset with the ability to proactively drive issues to resolution and maintain delivery momentumNice to HaveExperience with conversational AI, LLMs, or enterprise AI deploymentsExposure to CCaaS platforms, APIs, or enterprise integrations such as Genesys, Five9, NICE, or AvayaExperience supporting pre-sales scoping, SOW development, resource estimation, or delivery planningPMP, Scrum Master, Agile, or related certificationsExperience working with SIs, GSIs, BPOs, or multi-region enterprise delivery programsPassion for AI tooling, operational excellence, and delivery process optimizationOur Recruiting ProcessTalent Acquisition ? Hiring Manager ? Technical Case Study & Stakeholder Interview(s) ? Bar RaiserWhy 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$120,000 - $140,000 USDParloa 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.