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Senior Technical Program Manager

Parloa

Berlin Office Posted 2d ago
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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, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.    ABOUT THE ROLE: How do you deliver an AI platform capability that spans multiple engineering teams and an enterprise customer’s go-live date - without compromising quality, reliability or security? This is the challenge you’ll solve as a Senior Technical Program Manager at Parloa. We’re looking for a Senior Technical Program Manager to lead one of Parloa’s most strategic cross-organizational programs from definition through launch. Parloa is building an enterprise AI platform powering Fortune 2000 companies with conversational AI. Our Agent Management Platform (AMP) is trusted by global organizations including Booking.com, Allianz and American Express. As we scale rapidly, we’re building an engineering organization optimized for speed, quality and innovation. This role is about delivering outcomes, not coordinating activity. You will be accountable for one of the company’s highest-impact programs, bringing together multiple engineering teams and cross-functional partners to deliver a critical business outcome. You will own the integrated execution plan, dependency management, launch readiness, executive communication and decision-making mechanisms that determine whether the program succeeds. When the program is at risk, you’re expected to know first, understand why, and arrive with well-reasoned options - not just status updates. This is not a delivery coordination or Scrum facilitation role. Product defines what we build. Engineering owns how we build it. You ensure we successfully deliver across organizational boundaries. Enterprise customers expect reliability, security and operational excellence - not just feature delivery. You will establish a clear readiness bar for your program, ensure delivery trade-offs are explicit and well understood, and help leaders make informed decisions before deadlines force implicit ones. Although you won’t write production code, this is a highly technical role. You should be comfortable discussing architecture, rollout strategies, system dependencies, and reliability risks with senior engineers, and be able to challenge assumptions when delivery plans don’t align with technical complexity. The ideal candidate thrives in ambiguity and has successfully delivered complex technical programs across teams they did not directly manage. You are an exceptional written communicator who can simplify ambiguity for executives while earning credibility with engineers. Experience building AI products is valuable, but curiosity, learning velocity and sound engineering judgment matter more than prior domain expertise.   AREAS OF OWNERSHIP: * Serve as the accountable leader for one strategic cross-organizational program, or two closely related programs, with clear business impact. * Build and maintain the integrated execution plan, including milestones, critical path, dependencies and cross-team commitments. * Drive end-to-end risk management by identifying leading indicators, removing blockers, tracking mitigations and escalating only when executive decisions are required. * Define and continuously raise the quality bar for your program by establishing objective launch criteria across functionality, reliability, security and operational readiness. * Lead release readiness across Engineering, Product, Platform, Security, Legal and Commercial teams, ensuring launches are based on measurable readiness rather than feature completion alone. * Make delivery trade-offs explicit. Where timelines require compromises, ensure decisions are documented, owned by the appropriate stakeholders and supported by clear mitigation plans. * Drive executive decision-making through concise written narratives, data and clear recommendations, replacing fragmented status reporting with a trusted source of truth. * Define and monitor delivery metrics that enable objective decisions around scope, schedule, quality and execution risk. * Build lightweight mechanisms that improve planning, dependency management and execution across teams, leaving the organization stronger after the program completes. * Influence technical and organizational decisions without direct authority, aligning engineering, product and business stakeholders around shared outcomes. WHO YOU ARE: * 7+ years of Technical Program Management experience, or equivalent experience leading large-scale technical programs with software engineering teams. * Proven experience delivering complex cross-functional programs from definition through launch across organizations you did not directly manage. * Experience leading release readiness for production systems, including defining objective launch criteria and driving launch decisions. * Strong track record of identifying delivery risk early, driving mitigation plans and making effective escalation decisions. * Sufficient technical depth to engage credibly with senior engineers on architecture, rollout strategies, system dependencies and engineering trade-offs. * Experience defining program metrics and using data to guide execution and executive decision-making. * Exceptional written communication skills. You can distill a complex technical situation into a clear one-page narrative for senior leadership. NICE TO HAVE: * Experience delivering AI, machine learning or LLM-powered products at scale, ideally in a high-growth engineering organization. * Experience building program management mechanisms that became durable organizational practices. HOW YOU WORK: * You make sound decisions in ambiguous situations, balancing imperfect information with the need to keep the organization moving. * You learn quickly. You have successfully developed deep expertise in unfamiliar technical domains and enjoy mastering new technologies. * You move quickly without lowering standards, making pragmatic decisions while ensuring quality, reliability and security remain deliberate choices rather than accidental outcomes. * You challenge assumptions with evidence, communicate difficult messages constructively and fully support decisions once they are made. * You introduce only the amount of process necessary. Your mechanisms reduce organizational friction rather than create it. OUR RECRUITING PROCESS: Recruiter Call → Hiring Manager → Technical Interview → Writing Assignment + Leadership Round → 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.   ---------------------------------------- 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.

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