Senior Program Manager, Product & GTM Programs

Description

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:

As Senior Program Manager, Product & GTM Programs, you run program management between our GTM organization and Product & Engineering.

You are the connection point between both sides. You bring them together early on upcoming changes, align on what those changes mean for customers & partners, and determine what support customers need and which internal teams have to be prepared. From there, you own the path to our customers and partners.

Where a change is large enough to become a program in its own right, you own that program end to end. Other teams own their functional deliverables; you own the plan, the sequence, the cadence, the deadline, and the outcome. These programs carry hard cutoffs and significant revenue.

This is a cross-functional program management role at its core: a lot of coordination, judgment, and real accountability for the outcome. There's no playbook waiting for you — building it is part of the job.

Areas of ownership:

GTM to Product & Engineering Interface: Serve as the connection point for upcoming customer-impacting changes, bringing both sides together early to align on how customers and partners are affected and what they need to do. You determine which internal teams have to be enabled, from Engagement Managers and Sales to Solution Engineering, Partnerships, and Product Marketing.

Program Orchestration: Act as the single coordination point across Product, Engineering, Professional Services, Product Marketing, Partnerships, Operations, and Engagement Managers. You steer cross-functional kickoffs, run the cadence that keeps programs moving, and hold functional owners to their commitments, including when that means escalating or re-sequencing.

Communication Sequencing: Design the plans for customer and partner communication so they experience one coordinated channel instead of several, and collect early customer and field feedback before it becomes an escalation.

Execution and Accountability: Track progress against plan, enforce deadlines, own escalation management end to end, and report to senior leadership in a way that makes risk visible early rather than defensible late.

Building the Discipline: Define and measure success metrics for each program, run retrospectives that produce process change rather than documents, and build the playbooks, SOPs, and governance cadence that make this function durable.

Requirements

• 5-7+ years in program or project management, owning complex cross-functional programs end to end — not workstreams inside someone else's program
• You've worked as the connective tissue between technical and commercial teams, translating in both directions
• Technically fluent in enterprise software platforms: you can assess what a change means for customers without Engineering explaining it each time
• You operate without formal authority — you've held teams to deadlines you don't own, and you're comfortable making the call
• You build the system, not just the tracker; you've created or fixed a process that outlived your tenure
• Energized rather than paralyzed by ambiguity; you build the playbook while running the plays
• An exceptionally strong writer, equally at home in technical detail and executive narrative
• Our recruiting process:
• Talent Acquisition → Hiring Manager → Technical 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.
• 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.