Head of Technical Program Management, Parloa

• 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

Desirable

• 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
• 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)