Senior Manager - Customer Experience Transformation

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 Sr Strategic Engagement Manager at Parloa, you will lead our most critical enterprise engagements, guiding organizations through complex AI and customer experience transformations while ensuring measurable business impact. This is a highly strategic, customer-facing role where you operate as the central orchestrator across delivery, stakeholders, and long-term value realization. You will sit at the intersection of transformation strategy, enterprise delivery, and AI innovation, translating executive ambition into scalable outcomes while partnering closely with Account Executives, Solution Engineers, Value Consultants, and our partner ecosystem. This is your opportunity to lead large-scale AI and CX transformations for global enterprises, owning strategic engagements end to end while shaping how organizations adopt, scale, and realize value from agentic AI.   AREAS OF OWNERSHIP: * Lead strategic enterprise engagements end to end, owning success plans, KPIs, and measurable business outcomes from initial deployment through long-term value realization * Translate executive-level AI and CX strategies into tangible impact across multiple business units, regions, and functions * Orchestrate implementation and delivery, managing timelines, dependencies, and cross-functional execution to ensure seamless, on-time, high-impact go-lives * Build and sustain strong, trust-based relationships with senior stakeholders, positioning Parloa as a long-term strategic transformation partner * Drive value realization through data-driven storytelling, executive business reviews, and clear success narratives * Identify and unlock expansion opportunities by scaling successful initiatives across regions, teams, and use cases * Partner cross-functionally with Account Executives, Solution Engineers, Value Consultants, and partners to align on strategy, execution, and growth * Represent Parloa’s leadership in agentic AI, customer experience transformation, and enterprise innovation in customer engagements   WHO YOU ARE: * You bring 8+ years of experience in enterprise software, consulting, customer success, or engagement management, working with large, strategic accounts * You have a proven track record of leading complex enterprise engagements and translating executive vision into measurable business outcomes * You operate with a strong ownership mindset, are comfortable navigating ambiguity, and can align cross-functional teams around shared goals * You have executive presence and are confident influencing senior stakeholders through clear, data-driven communication * You understand AI, automation, and enterprise systems, and can connect technical capabilities to real business impact * You bring a structured, proactive, and collaborative approach, elevating teams through clarity, rigor, and execution NICE TO HAVE: * Advanced degree (MBA or Master’s in Business, Engineering, or a related field) * Exposure to AI, cloud, or data-related domains * Experience working in complex, multi-region enterprise environments   OUR RECRUITING PROCESS: Talent Acquisition → Hiring Manager → Expert 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—$180,000 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.

Baringa

ABOUT BARINGA  Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation. Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms. OUR CUSTOMER PRACTICE ARE LOOKING FOR AN EXPERIENCED SENIOR CONSULTANT OR MANAGER TO JOIN THE TEAM.  Our Customer team is hiring a motivated and talented individual, from Senior Consultants to Manager, to help our clients evolve how they serve their customers in a world increasingly shaped by AI. From rethinking the end-to-end customer journey through to embedding AI into day-to-day operations, we help clients turn ambition into something that actually works.  WHAT YOU WILL BE DOING You’ll work side-by-side with clients to identify and drive improves in how customer service operates - understanding demand, journeys and pain points, and identifying where AI can genuinely add value to improve customer outcomes and efficiency.  You’ll be designing and delivering real change - not just strategy on paper - getting into the detail of how contact centres run today, and what it takes to make improvement stick.  You will be particularly focused on:  * Reimagining customer service: improving how contact centres operate - from demand management and journeys through to channel mix, automation and service design * Applying AI in customer environments: identifying and shaping where AI can add value across voice and digital channels (e.g. IVR, chat, agent assist), with a clear view on what will drive real operational impact * Hands-on end-to-end delivery: working across the lifecycle from strategy through to design and implementation - shaping roadmaps, standing up pilots and supporting real-world delivery * Owning delivery: leading workstreams or small pods - setting direction, driving progress and being accountable for outcomes * Working as one team with clients: leading workshops and aligning stakeholders across Product, Tech and Operations to move delivery forward at pace * Supporting growth: contributing to proposals and helping shape new opportunities across customer and AI * Supporting others: coaching junior team members and acting as a go-to within your area    YOUR SKILLS AND EXPERIENCE    We’re looking for people with strong foundations in customer and contact centre transformation, who bring a clear, practical perspective on how AI can be applied to improve service.  * Strong grounding in customer contact operations: deep understanding of how contact centres run day-to-day across voice and digital channels (sales, service, complaints), including demand drivers, KPIs and operational challenges  * Applied understanding of AI in service environments: able to identify, shape and prioritise AI use cases (e.g. IVR automation, chatbots, agent assist), with a clear view on feasibility, value and operational impact  * Experience with customer and AI technologies: understanding of the platforms that enable modern contact centres and AI capabilities, with a practical view of what works in the real world  * Structured thinking and clear point of view: able to frame problems, form recommendations and communicate clearly to senior stakeholders  * Strong client delivery: comfortable building high-quality outputs (strategies, roadmaps, business cases) and working at pace in delivery environments  * Data-driven decision making: using data and insight to identify opportunities, prioritise effectively and guide decisions  * Building value cases and buy-in: able to articulate clear value and bring stakeholders with you to support change  * Drive and ownership: comfortable navigating ambiguity, structuring problems and taking responsibility for outcomes  * Collaboration and stakeholder management: confident working across Product, Technology and Operations, bridging technical and non-technical teams  * Curiosity for how AI is evolving: keeps up to date with the space and brings practical insight into client work    WHAT A CAREER AT BARINGA WILL GIVE YOU  PUTTING PEOPLE FIRST. BARINGA IS A PEOPLE FIRST COMPANY AND WELLBEING IS AT THE FOREFRONT OF OUR CULTURE. WE RECOGNISE THE IMPORTANCE OF WORK-LIFE BALANCE AND FLEXIBLE WORKING AND PROVIDE OUR STAFF AMAZING BENEFITS. SOME OF THESE BENEFITS INCLUDE:  * Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.  * Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.  * Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.  * Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.  * Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.  DIVERSITY AND INCLUSION We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.  AN AWARD-WINNING WORKPLACE You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this.  USING BUSINESS AS A FORCE FOR GOOD.  We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.  We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have. JOIN US All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.   BARINGA PRIVACY NOTICES For UK & EU Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com For the USA Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact privacy@baringa.com For Australia & Singapore Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER & APAC), to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com

Foundry

OVERVIEW We are seeking a strategic and transformational business leader to serve as Senior Vice President & General Manager, Commercial Operations for one of the world’s leading B2B technology media, marketing services, and audience intelligence organizations. This executive will have end-to-end leadership responsibility for the operational performance, customer experience, delivery excellence, and strategic evolution of Foundry’s commercial delivery organization, ensuring the company consistently delivers measurable outcomes for clients while supporting sustainable growth and profitability. Operating as the General Manager of Commercial Operations, this leader will oversee the strategy, execution, and performance of global teams spanning: * Lead Generation Operations * Advertising Operations * Marketing Services Delivery * Data Operations * Performance Analytics * Client Experience Excellence The SVP & GM will work in close partnership with the Chief Revenue Officer, Chief Marketing Officer, Product leadership, and Technology leadership to maximize revenue realization, strengthen customer outcomes, improve operating leverage, and accelerate innovation across Foundry’s commercial solutions portfolio. This role requires a leader who can blend operational excellence, commercial acumen, customer-centricity, and organizational leadership to build a world-class operating model that powers Foundry’s continued evolution as a modern media, data, and marketing services company. This is an in-office position, based in either Boston, New York, or San Francisco. KEY RESPONSIBILITIES COMMERCIAL OPERATIONS LEADERSHIP * Serve as General Manager for the Commercial Operations organization, responsible for operational performance, customer outcomes, and long-term value creation. * Lead the strategy and execution of a global organization supporting approximately $100 million in annual revenue. * Define and execute the long-term operating roadmap across all commercial delivery functions. * Identify opportunities to expand capabilities, improve scalability, and create competitive differentiation. * Establish a modern operating model that balances growth, customer experience, profitability, and efficiency. REVENUE REALIZATION & CUSTOMER OUTCOMES * Own the successful delivery and execution of all client commitments across demand generation, content syndication, advertising, marketing services, and data-driven solutions. * Partner closely with Sales leadership to maximize revenue attainment, client retention, and account expansion opportunities. * Establish operational frameworks that ensure programs consistently deliver measurable customer outcomes. * Drive accountability for campaign quality, lead quality, client satisfaction, renewal readiness, and overall customer success. * Ensure operational excellence across all customer-facing delivery functions. COMMERCIAL STRATEGY & EXECUTIVE PARTNERSHIP * Partner with the Chief Revenue Officer to ensure commercial commitments are deliverable, scalable, profitable, and capable of producing exceptional customer outcomes. * Partner with the Chief Marketing Officer to optimize campaign effectiveness, customer engagement, audience insights, and market-facing performance. * Collaborate with Product, Technology, Data, Finance, and Customer Success leaders to align business strategy with operational execution. * Serve as the primary bridge between commercial strategy and delivery execution across the organization. DELIVERY EXCELLENCE & OPERATIONAL INNOVATION * Establish world-class operational standards, governance models, service-level expectations, and quality frameworks. * Drive continuous improvement initiatives that improve efficiency, responsiveness, quality, and profitability. * Lead transformation initiatives focused on automation, AI adoption, workflow modernization, and scalable delivery models. * Develop operational systems that enable growth without proportional increases in cost structure. * Foster a culture of innovation and accountability across the organization. DATA & INTELLIGENCE STRATEGY * Oversee Data Operations and Performance Analytics as strategic business functions. * Ensure the quality, integrity, governance, and scalability of Foundry’s audience, prospect, and intelligence assets. * Develop operational frameworks that maximize the value of first-party data, audience insights, and intent-driven capabilities. * Partner with Product and Technology teams to improve data utilization, measurement methodologies, and AI-enabled decision making. * Establish performance measurement frameworks that provide visibility into campaign effectiveness, customer outcomes, and business impact. BUSINESS LEADERSHIP & VALUE CREATION * Own the operational performance of a business supporting approximately $100 million in annual revenue. * Improve delivery economics, customer lifetime value, retention, profitability, and operational leverage. * Establish goals and metrics across customer experience, service delivery, operational efficiency, and financial performance. * Translate corporate strategy into actionable operating plans and measurable business outcomes. * Partner with Finance on budgeting, forecasting, workforce planning, and resource allocation. * Identify opportunities to develop new service capabilities, operational innovations, and scalable delivery models that create long-term enterprise value. LEADERSHIP & ORGANIZATIONAL DEVELOPMENT * Lead and develop a high-performing global organization of approximately 150 professionals. * Build leadership succession plans and organizational capabilities that support future growth. * Recruit and develop top operational, analytical, and customer-focused talent. * Foster a culture of accountability, collaboration, innovation, and continuous improvement. * Serve as a key member of the company’s Executive Leadership Team. QUALIFICATIONS * 15+ years of executive leadership experience within B2B media, marketing services, demand generation, advertising technology, SaaS, data, information services, or related industries. * Experience operating as a General Manager, SVP, COO, or senior operational leader with responsibility for large-scale commercial delivery organizations. * Proven success leading organizations with 100+ employees across multiple functions and geographies. * Demonstrated ability to scale commercial operations while improving customer outcomes and profitability. * Deep understanding of demand generation, marketing services, digital advertising, customer success, analytics, and data-driven business models. * Experience leading transformation initiatives involving automation, AI, operational modernization, or organizational redesign. * Strong financial acumen with experience managing budgets, operating plans, and revenue-supporting organizations. KEY COMPETENCIES * General Management & Business Leadership * Commercial Operations Strategy * Revenue Realization & Customer Outcomes * Data & Intelligence Strategy * Operational Excellence & Process Innovation * Organizational Transformation * Financial & Business Acumen * Executive Stakeholder Management * Cross-Functional Leadership * Talent Development & Organizational Effectiveness IMPACT OF THE ROLE This role will shape the future operating model of Foundry and serve as a critical driver of customer success, operational excellence, and enterprise value creation. As the executive responsible for transforming commercial opportunity into customer outcomes and realized revenue, the SVP & GM, Commercial Operations will sit at the center of Foundry’s growth strategy. By integrating delivery excellence, audience intelligence, operational innovation, performance analytics, and customer experience, this leader will create the operating foundation that enables sustainable growth, stronger client relationships, and long-term competitive advantage.   For individuals assigned and/or hired to work in applicable jurisdictions, Foundry includes a reasonable estimate of the compensation range for this role. This accounts for the wide range of factors considered in making compensation decisions, including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. A reasonable estimate of the compensation for this role is $300,000 plus bonus.