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

Gitlab

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. AN OVERVIEW OF THIS ROLE As the Senior Manager, Technical Architects on GitLab's AMER Professional Services team, you'll oversee one of the most technically credible and customer-facing groups in the organization. This team helps turn customer priorities into real adoption and measurable outcomes by guiding complex implementations, shaping new service patterns, and bringing emerging GitLab capabilities into production environments. You'll own the AMER Technical Architecture practice across both presales and delivery, managing a team of Technical Architects who work on complex customer needs, early-stage offerings, and strategic engagements. This role is well suited for someone who can coach senior technical talent, bring structure to ambiguity, and keep the team focused on customer outcomes instead of task completion. In your first year, you'll help strengthen how the practice operates across delivery quality, team development, resource planning, and consultative engagement management. You'll work alongside architects in areas including AI, security, and broader platform architecture, while helping the team turn what they learn in the field into repeatable methods that can scale across Professional Services. Some examples of our projects: * Running technical discovery, scoping, and delivery for complex Professional Services engagements in AMER * Turning early customer work on new GitLab capabilities into repeatable delivery kits, standards, and service patterns WHAT YOU’LL DO * Manage and develop the AMER Technical Architecture team, including Intermediate, Senior, and Staff Technical Architects working across platform, AI, and security-related customer engagements. * Manage the practice end to end, covering presales collaboration, engagement scoping, technical delivery oversight, staffing, utilization, and forecast alignment. * Coach architects to grow as credible advisors centered on customer outcomes, strong technical judgment, and consultative communication. * Partner on complex presales motions with Engagement Managers on estimation, solution framing, statement of work assumptions, and technical risk. * Join strategic customer conversations where senior technical expertise helps build credibility, clarify ambiguity, and improve the path to successful delivery. * Guide the team through first-mover delivery of new GitLab capabilities, helping shape how emerging offerings are tested, delivered, and improved in real customer environments. * Turn lessons from strategic engagements into reusable templates, architecture guidance, migration patterns, and implementation standards that can be adopted by the broader Professional Services organization. * Represent the Technical Architecture practice in AMER Professional Services management discussions and partner with adjacent functions to improve coordination, service evolution, and delivery consistency. WHAT YOU’LL BRING * Proven experience managing senior technical professionals in a services, consulting, or Professional Services environment, with a strong track record of coaching, performance management, and career development. * Experience applying expertise in platform engineering, site reliability engineering, infrastructure, or software development to guide technical direction and build credibility with highly experienced architects. * Experience running consultative engagements by linking technical work to business goals and keeping teams focused on customer value and realized outcomes. * Experience with technically complex presales work, including discovery, scoping, estimation, solution definition, and risk assessment. * Demonstrated ability to operate effectively in fast-moving environments where offerings, priorities, and organizational needs continue to evolve. * Experience building or improving repeatable delivery methods such as playbooks, standards, service kits, architecture patterns, or implementation guidance. * Experience facilitating executive-level customer conversations, giving clear feedback, and aligning cross-functional stakeholders around delivery direction. * Familiarity with GitLab-relevant domains such as AI-powered developer workflows, security, DevSecOps, or enterprise platform adoption is helpful, along with experience ramping up quickly in adjacent areas where needed. ABOUT THE TEAM The Professional Services team helps customers adopt GitLab in ways that create lasting value. Within that organization, the Technical Architecture team handles some of the most complex and ambiguous work. This includes shaping early delivery approaches for new capabilities, contributing to high-impact customer engagements, and creating the patterns that help the wider organization scale successful services. You'll manage the AMER team of Technical Architects and work closely with Engagement Management, Professional Services Operations, Customer Experience Engineering, and other Professional Services colleagues. We play an important role in setting the technical standard for delivery while also helping define how new services should be scoped, delivered, and improved over time. GitLab works in an all-remote, asynchronous environment built on transparency, iteration, collaboration, and empowered ownership. In our team, that means giving managers and architects the latitude to solve hard problems, exchange what they learn openly, and continuously improve how the practice runs. If you enjoy developing strong technical talent, creating clarity in fast-changing environments, and helping customers succeed through thoughtful consulting, you'll have a meaningful place to make an impact with us. The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. United States Salary Range $171,360—$288,660 USD HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * Benefits to support your health, finances, and well-being * Flexible Paid Time Off  * Team Member Resource Groups * Equity Compensation & Employee Stock Purchase Plan * Growth and Development Fund * Parental Leave  Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.