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About the Role
As Senior Program Manager, Product & GTM Programs, you will run program management between our GTM organization and Product & Engineering. You will serve as the connection point, bringing teams together early on upcoming changes, aligning on customer and partner impact, and determining necessary support and internal team preparation. You will own the path to customers and partners, and end-to-end program ownership for significant initiatives.
Responsibilities
- Serve as the connection point for upcoming customer-impacting changes, aligning on customer and partner impact and needs.
- Determine which internal teams require enablement, including Engagement Managers, Sales, Solution Engineering, Partnerships, and Product Marketing.
- Act as the single coordination point across Product, Engineering, Professional Services, Product Marketing, Partnerships, Operations, and Engagement Managers.
- Steer cross-functional kickoffs and manage the cadence to keep programs moving.
- Hold functional owners accountable for their commitments, including escalation and re-sequencing when necessary.
- Design customer and partner communication plans for a coordinated channel experience.
- Collect early customer and field feedback before it escalates.
- Track progress against plans and enforce deadlines.
- Own escalation management end to end.
- Report to senior leadership, making risks visible early.
- Define and measure success metrics for each program.
- Run retrospectives that produce process change.
- Build playbooks, SOPs, and governance cadences to ensure program durability.
Requirements
- 5-7+ years in program or project management, owning complex cross-functional programs end to end.
- Experience as connective tissue between technical and commercial teams, translating in both directions.
- Technically fluent in enterprise software platforms to assess customer impact without constant engineering input.
- Ability to operate without formal authority, holding teams to deadlines and making necessary calls.
- Experience creating or fixing processes that outlived your tenure.
- Comfort with ambiguity, building playbooks while executing plays.
- Exceptionally strong writing skills, comfortable with both technical detail and executive narrative.
- Must go through the E-Verify process of digital verification of employment authorization documents.
Skills
- Program Management
- Project Management
- Cross-functional Program Management
- Technical Fluency
- Communication
- Writing
- Process Improvement
- Escalation Management
- Data Protection
- GDPR Compliance
- ISO Compliance
- ISO 27001 Compliance
Location
- USA
Work Type
- Full-time
Experience Level
- Senior
About the Company
- Parloa's mission is to make every customer conversation feel effortless for both customers and the companies serving them.
- Parloa is shaping the foundation of a new era in customer experience with agentic AI, where customer support is meaningful exchange.
- Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers.
- Companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI deploy Parloa at scale.
- Parloa is building agentic AI that enterprises trust with important customer moments.
- Parloa aims to raise the standard for customer interactions, making them seamless, intelligent, and helpful.
- Ownership at Parloa means accountability for outcomes, not just tasks.
- Parloa operates in a fast-evolving category with high bars and complex problems.
- Parloa hires people who think in solutions, communicate with clarity, and follow through.
- Parloa has kept the intensity of a startup with fast execution, direct feedback, and meaningful contribution expectations.
- Parloa is backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital.
- Parloa's ambition is to become the global category leader in enterprise-grade conversational AI.
- Parloa is committed to upholding the highest data protection standards for client and employee data.
- All employees are instrumental in ensuring utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.
Equal Opportunity
- Parloa provides equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.