Senior Technical Program Manager – UK

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Parloa

WebsiteLinkedInAll Job Openings

201 - 500 employees

💰 Series B on 2024-04

Parloa is a leading global AI company with a vision to make every customer interaction as easy as talking to a friend. We amplify the customer service experience with our AI Agent Management Platform. This enterprise-grade platform automates contact centers by leveraging the full power of generative AI safely & reliably in the context of consumer interactions. It combines highly-skilled personal AI agents that engage in natural and unique conversations with every customer, with AI assistance for human agents when they get on the line. Global brands trust Parloa to connect with their customers, ensuring they feel heard through exceptional experiences that increase satisfaction, encourage sales, and build loyalty. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald with offices in Berlin, Munich, and New York.

📋 Description

• Own end-to-end delivery for assigned Agentic AI customer projects (scope, schedule, budget, risk, quality). • Run the pod (TPM + FDE + Agent Architect) as a single accountable delivery unit. • Select and apply appropriate delivery methodology (Waterfall, Agile, or Hybrid) based on customer context and risk profile. • Drive project planning: work breakdown, dependencies, critical path, and resource allocations across internal and partner teams. • Maintain up-to-date project plan, RAID log (Risks, Assumptions, Issues, Dependencies) and change log. • Serve as primary delivery contact for customer project sponsors, IT, and business stakeholders. • Facilitate recurring governance: status calls, steering committees, UAT readouts, and go-live reviews. • Translate technical complexity into clear business impacts for executive stakeholders. • Manage scope and change requests, ensuring commercial and delivery impacts are understood and agreed. • Coordinate with Forward Deployed Engineers on integration readiness, environment setup, performance, and production stability. • Coordinate with Agent Architects on discovery, agent design, prompt/context strategy, and conversational tuning. • Collaborate with Sales, Solution Engineering, Product, and Support to ensure a seamless customer journey from sales handoff through BAU operations. • Where partners are involved (SI/GSI/BPO), manage co-delivery responsibilities, expectations, and escalation paths. • Plan and facilitate sprints, retros, and sprint reviews for Agile/hybrid projects; lead stage-gate reviews for Waterfall projects. • Enforce documentation standards (Charter, Design Docs, Runbooks, Handover Docs). • Ensure risk and compliance requirements (security reviews, data governance, regulatory constraints) are captured and incorporated into the plan. • Define and track deployment KPIs, such as: Time to Blueprint, Time to First Agent in UAT, Time to Go-Live, Milestone On-Time Rate, Defect and incident trends during QA/UAT and Hypercare. • Report delivery status, risk posture, and mitigation plans to internal and external stakeholders. • Contribute data to capacity and utilization models to inform planning and staffing.

🎯 Requirements

• +3 years of experience in technical project management, program management, or delivery management for SaaS or enterprise software. • Hands-on experience delivering solutions involving at least one of: Contact Center / CCaaS, UCaaS, conversational AI, IVA/IVR, or related CX platforms. • Demonstrated ability to work across technical and business stakeholders (IT, Security, Operations, Business Owners). • Solid understanding of software delivery methodologies (Agile/Scrum, Hybrid, and Waterfall) and when to apply each. • Strong skills in project planning tools (e.g., Jira, Asana, Monday, MS Project, Smartsheet) and collaboration tools (e.g., Confluence, Notion, Miro). • Excellent communication, facilitation, and conflict resolution skills. • Proven track record managing multiple concurrent projects with global, distributed teams. • Fluency in English is required.

🏖️ Benefits

• 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.