Sr Technical Program Manager

Sr Technical Program Manager

New York Office

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 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, improving governance processes, and mentoring junior TPMs across the team.

Areas of Ownership

Enterprise Delivery Leadership

• Own end-to-end delivery across scope, timeline, budget, quality, risks, and dependencies for enterprise AI deployments
• Lead implementations from SOW kickoff through design, integration, UAT, production go-live, and hypercare
• Drive execution across cross-functional delivery pods consisting of Forward Deployed Engineers, Agent Architects, and partner teams
• Maintain project governance across project plans, RAID logs, milestone tracking, risk management, change requests, and escalation handling
• Proactively identify delivery risks, resource constraints, and implementation blockers while driving alignment across stakeholders

Customer & Stakeholder Management

• Serve as the primary delivery contact for enterprise customer stakeholders, including executive sponsors and technical leaders
• Translate business objectives into structured implementation plans with clear ownership, milestones, and success criteria
• Lead governance meetings, executive updates, steering committees, UAT reviews, and go-live readiness discussions
• Manage customer escalations and maintain delivery momentum across complex, high-visibility programs
• Partner closely with Engagement Management post-go-live to support long-term adoption and expansion opportunities

Technical & Cross-Functional Coordination

• Coordinate technical delivery across integrations, infrastructure, environments, testing, and deployment readiness
• Partner closely with Product, Sales, Solution Engineering, Support, and Deployment Strategists to ensure smooth customer execution
• Support pre-sales activities including delivery scoping, resource estimation, SOW reviews, and implementation risk assessment
• Manage co-delivery execution with SIs, GSIs, BPOs, and external implementation partners
• Ensure technical and operational dependencies are aligned across all delivery workstreams

Delivery Excellence & Operational Rigor

• Apply Agile, Waterfall, or Hybrid methodologies based on customer needs and implementation complexity
• Drive consistency across delivery governance, implementation standards, documentation, runbooks, and operational processes
• Ensure compliance, security, and data governance requirements are incorporated into delivery planning
• Mentor junior TPMs and help establish scalable delivery best practices across the broader organization

What Success Looks Like

• Enterprise Agentic AI deployments launch successfully, on time, and with strong customer outcomes
• Customers, partners, and internal teams trust you to drive clarity, accountability, and execution across complex enterprise programs
• Risks, dependencies, escalations, and delivery challenges are proactively managed before impacting implementation success
• Delivery processes, governance frameworks, and TPM best practices scale effectively as Parloa continues to grow

Who You Are

• 6+ years of experience in technical program management, enterprise software delivery, consulting, professional services, or customer implementations
• Proven experience leading complex enterprise deployments involving integrations, multiple stakeholders, and cross-functional delivery teams
• Strong technical credibility and comfort discussing integrations, APIs, infrastructure dependencies, and implementation trade-offs
• Experience managing enterprise programs across Agile, Waterfall, and Hybrid delivery methodologies
• Strong stakeholder management and executive communication skills with the ability to influence alignment across technical and business teams
• Highly organized, execution-oriented, and comfortable operating in fast-paced, ambiguous environments
• Strong ownership mindset with the ability to proactively drive issues to resolution and maintain delivery momentum
• Experience mentoring junior team members or helping establish scalable delivery processes and governance standards

Nice to Have

• Experience with conversational AI, LLMs, or enterprise AI deployments
• Exposure to CCaaS platforms, APIs, or enterprise integrations such as Genesys, Five9, NICE, or Avaya
• Experience supporting pre-sales scoping, SOW development, resource estimation, or delivery planning
• PMP, Scrum Master, Agile, or related certifications
• Experience working with SIs, GSIs, BPOs, or multi-region enterprise delivery programs
• Passion for AI tooling, operational excellence, and delivery process optimization

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 - $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.

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