Job 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 Business Continuity & DR Manager, you will build, implement and maintain Parloa’s Business Continuity Management System (BCMS), including business continuity, disaster recovery and crisis management plans for our digital systems, operations and infrastructure. You will be part of IS&T Governance and play a key role in strengthening Parloa’s resilience and overall security posture.
This is your opportunity to build a BCMS at a fast-growing, global AI company and lead it to ISO 22301 certification, keeping essential services running for enterprise customers who trust Parloa with their most important customer moments.
Areas of ownership:
- BCMS Design and ISO 22301 Certification: Run gap analyses, define the framework and maintain the policies, procedures and guidelines behind it. Lead the certification process end to end, including preparing for external audits.
- Risk Assessment and Business Impact Analysis: Identify and prioritise critical business processes by building risk models and mapping dependencies and vulnerabilities. Turn business impact analyses into a tailored continuity strategy for each critical process.
- Business Continuity and Disaster Recovery Plans: Create and maintain plans for all critical processes, with clear recovery objectives, resources and recovery teams. Review them regularly so they stay current as Parloa grows.
- Testing and Exercises: Plan and run tabletop exercises, drills and simulations across critical functions on a recurring schedule. Evaluate results, close gaps and refine plans based on what you learn.
- Stakeholder Alignment and Resilience Culture: Build strong relationships with department heads and report progress, risks and milestones to senior management. Define KPIs for the BCMS and deliver training and awareness programmes that make resilience part of how Parloa works.
Who you are:
- Proven experience developing and testing business continuity and disaster recovery plans, including risk assessments and business impact analyses.
- Solid knowledge of how to implement a BCMS according to ISO 22301.
- Strong understanding of IT infrastructure, risk management and crisis response.
- A structured, execution-focused way of working: you build and follow a clear project roadmap, make decisions and see them through.
- Confident communicator who engages stakeholders at all levels and presents to groups with clarity.
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.
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.
