Head of Technical Program Management (TPM) - Agentic AI Services

YOUR MISSION:

Join us in reimagining customer experience with Agentic AI. As Head of Technical Program Management (TPM), you’ll build and scale our global TPM function responsible for orchestrating complex Agentic AI deployments across our enterprise customer base. You’ll own the TPM practice, set standards for how we deploy Agentic AI at scale, and ensure predictable, high-quality outcomes across complex, multi-stakeholder programs.

IN THIS ROLE YOU WILL:

TPM Function Ownership & Strategy

• Define and own the vision, operating model, and roadmap for the TPM function globally.
• Build and maintain the Agentic AI deployment framework (phases, milestones, templates, KPIs) used across all customer projects.
• Establish standards for methodology selection (Waterfall, Agile, Hybrid) and ensure consistent, disciplined application across projects.
• Align TPM practices with Professional Services, Product, Sales, and Support strategies to support ARR growth, expansion, and adoption.
• People Leadership & Team Building
• Hire, onboard, and develop a high-performing team of Technical Project Managers across regions (e.g., US, EMEA, etc.).
• Define career paths, competency frameworks, and leveling guides for TPMs (Associate, Senior, Principal).
• Coach TPMs on technical depth, stakeholder management, escalation handling, and metrics-driven delivery.
• Foster a culture of ownership, transparency, and continuous improvement; reinforce “pods” as the core delivery unit (TPM + FDE + AA).

Portfolio & Program Governance Own the global delivery portfolio view of all active Agentic AI deployments involving TPMs. Implement portfolio-level governance: dashboards, risk registers, escalation paths, and executive reporting. Ensure capacity planning and resource allocation across TPMs and pods based on pipeline, complexity, and strategic value of deals. Lead resolution of cross-project conflicts, systemic risks, and major escalations. Methodology, Process, & Tooling

Standardize and continuously refine:

• Project templates (Charter, Blueprint, RAID, RACI, Go-Live Runbooks, Handover Docs).
• Metric definitions (Time to Blueprint, Time to First Agent in UAT, Time to Go-Live, Milestone On-Time Rate, etc.).
• Governance practices (SteerCos, status reporting, sprint cadences).
• Own the tooling stack for project/program management and reporting (e.g., Jira, Asana, Smartsheet, Salesforce, internal analytics).
• Introduce and maintain best practices for co-delivery with partners (SIs/GSIs/BPOs), including RACI models and engagement rules.
• Cross-Functional & Executive Collaboration

Act as the primary interface between TPM/Delivery and:

Sales / Solution Engineering (for scoping, handoff, and expectation management), Product & Engineering (for dependencies, feature readiness, and feedback loops), Support / Customer Success (for post-go-live transitions and long-term success). Provide executive-level reporting on delivery health, risks, and outcomes to leadership (CRO, CPO, COO, VP, etc.). Partner with Commercial and PS leaders to shape service offerings, packaging, and scoping models based on observed patterns. Outcome & Metrics Ownership Own and report on delivery outcomes across the TPM portfolio, including: % of projects delivered on time and within managed scope. Early-life production stability (incident trends during Hypercare). Customer satisfaction and NPS for implementation. Utilization, capacity, and profitability of TPM and pods. Identify root causes of delays or escalations and drive systemic fixes (process, staffing, methodology, or tooling).

WHAT YOU BRING TO THE TABLE:

8–12+ years of experience in technical project or program management, with at least 3–5 years in a leadership role.

• Proven success leading large-scale enterprise deployments in B2B SaaS, AI, or CX domains.
• Deep understanding of Agile, Waterfall, and Hybrid methodologies.
• Experience with portfolio management, capacity modeling, and cross-functional delivery.
• Exceptional communication and executive presentation skills.
• Ability to collaborate effectively across Professional Services, Product, Sales, and Engineering.

NICE TO HAVE:

• Experience with Agentic AI or LLM-based platforms.
• Background working with SIs/GSIs/BPOs in co-delivery models.
• Certifications such as PMP, PgMP, or SAFe.
• Familiarity with PSA tools and Salesforce dashboards.
• WHAT'S IN IT FOR YOU?
• Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative company culture, and enjoy an immersive onboarding experience in Berlin to dive into our product and culture.

Opportunity to build and scale your career at the intersection of customer-facing roles and engineering in a dynamic startup on its journey to become an international leader in SaaS platforms for Conversational AI.

• A beautiful office with flair in the heart of NYC with all the conveniences, such as social area, snacks, and drinks.
• Competitive compensation and equity package.
• Flexible working hours, unlimited PTO, and travel opportunities.

Access to a training and development budget for continuous professional growth. ClassPass membership, Nilo Health, Health insurance, weekly sponsored office lunches. Regular team events, game nights, and other social activities. Salary Range $200,000—$350,000 USD Why Parloa? Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 400+ people in Berlin, Munich, and New York. When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $120 million Series C investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey. Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team. 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.

• We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.