Program Delivery Lead

Parloa

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 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 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 * 3+ 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 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 $120,000—$140,000 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.

Parloa

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. 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.

Oliver

Established in 2004, OLIVER is the world’s first and only specialist in designing, building, and running bespoke in-house agencies and marketing ecosystems for brands. We partner with over 300 clients in 40+ countries and counting. Our unique model drives creativity and efficiency, allowing us to deliver tailored solutions that resonate deeply with audiences.  As a part of The Brandtech Group, we're at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision-making, empowering our teams to produce innovative and impactful results.  Role: Gen AI Business Director Location: New York, New York   ABOUT THE ROLE:   As GenAi Program Lead (Business Director), you will lead the overall client relationship and strategic direction of the account, ensuring that delivery is aligned to business objectives, consistently meets performance expectations, and evolves with the client’s needs. Operating within a structured model that separates intake, execution, and operations, you will focus on leading from the front of the business, maintaining strong stakeholder alignment, ensuring transparency across performance, and enabling the team to deliver at scale with confidence. You will play a critical role in reinforcing a globally connected, ensuring consistency across regions while supporting continuous delivery across markets and time zones.    This role requires a strategic and commercially minded leader, someone who can balance client expectations with operational realities, guide conversations with authority, and create an environment where both the client and internal teams can operate with clarity and accountability. You will also partner closely with the Operations Director and Studio Manager to ensure the operating model is performing effectively, while identifying opportunities to optimize workflows, integrate AI and automation, and drive ongoing transformation across the account.  WHAT YOU WILL BE DOING:  * Act as the senior client lead across the MDC Factory, owning relationships with key stakeholders and ensuring strong, trust-based partnerships  * Maintain alignment between client objectives and operational delivery, ensuring priorities, expectations, and ways of working are clearly defined and upheld  * Provide transparency across performance, proactively communicating:  * Delivery status  * Risks and mitigation plans  * Opportunities for optimization and growth  * Set and guide the strategic direction of the content factory, ensuring alignment with broader business goals and transformation initiatives, including the integration of GenAI and automation  * Identify opportunities to improve efficiency, scalability, and output quality across the operation  * Support the evolution of a global delivery model, ensuring consistency and continuity across regions and teams  * Maintain a clear line of sight across all pods and operations, ensuring the model is performing effectively without being involved in day-to-day workflow management  * Partner with the Operations Director to:  * Monitor KPIs and SLA performance  * Ensure data-driven visibility into delivery, capacity, and quality  * Identify risks, inefficiencies, and areas for improvement  * Act as the primary escalation point for complex or high-risk issues, ensuring swift resolution and alignment across client and internal teams  * Support Account Directors in managing client challenges, stepping in when senior intervention is required * Support the commercial health of the account, including:  * Budget oversight  * Scope management  * Out-of-scope negotiations  * Profitability tracking  * Partner with Studio Manager to ensure teams are set up for success by reinforcing clear role boundaries and ways of working, protecting the integrity of the operating model  * Lead client-facing reporting and governance forums (e.g. status reviews, QBRs), ensuring insights are:  * Ensure data accuracy and reliability in partnership with the Operations Director, enabling informed decision-making across the business WHAT YOU NEED TO BE GREAT IN THIS ROLE:  * Bachelor’s degree or equivalent experience.  * 8+ years in project and/or account management.  * Experience with automation and AI tools.  * Experience with beauty and/or dermatological products.  * Strong interpersonal, communication, and decision-making.  * Excellent organizational and attention-to-detail.  * Ability to manage tasks and adapt to changing deadlines.  * Leadership skills with financial, commercial, and strategic thinking abilities.  * Ability to mentor and develop junior and intermediate team members.  * Proven ability to manage and strengthen client relationships.  * Entrepreneurial mindset with a focus on efficiency and creativity.  * Passionate about beauty and science-driven content.  * Desire to explore new technologies and adapt to change.  * Ability to thrive under pressure in a fast-paced environment.  * Proficient in Adobe Workfront, Microsoft 365, and related software.  * Tech and data-driven, with experience in client reporting and account transformation.  * Proven experience implementing complex programs with multiple technologies.  * Excellent client engagement and relationship-building skills.  * Ability to integrate with client-side teams while maintaining top-tier agency service. * At the time of this posting, the base salary for this position may range from $148,750.00 to $166,250.00. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications. The range listed is just one component of OLIVER’s total compensation package.   Req ID: 17890 Our values shape everything we do:  Be Ambitious to succeed    Be Imaginative to push the boundaries of what’s possible    Be Inspirational to do groundbreaking work    Be always learning and listening to understand    Be Results-focused  to exceed expectations    Be actively pro-inclusive and anti-racist across our community, clients and creations     OLIVER, a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws.     OLIVER has set ambitious environmental goals around sustainability, with science-based emissions reduction targets. Collectively, we work towards our mission, embedding sustainability into every department and through every stage of the project lifecycle.