Job description
YOUR MISSION:
As a Senior Partner Delivery Manager BPO (f/m/d)* at Parloa, you will play a crucial role in providing project oversight, ensuring partner accountability, and driving the successful implementation of our products with our Business Process Outsourcing clients. Your mission is to streamline partner processes, enhance implementation quality, and contribute to the overall success of our Conversational AI solutions.
IN THIS ROLE YOU WILL:
- Be the internal point of contact for all regional delivery partners.
- Provide project preparation, oversight, and support during implementation projects with partners.
- Collect internal and customer feedback, handle escalations, and evaluate surveys for continuous improvement.
- Staff and outsource projects to service partners, including partner selection, subcontracting, and billing.
- Collaborate closely with internal teams - Partnerships, CS, Procurement/Legal, Product Management, and potentially Academy.
- Contribute to partner communications and enablement activities such as webinars, technical sessions, and content maintenance.
- Oversee partner support and ensure adherence to service level agreements.
- Consult CS and Sales on expansion opportunities within partner accounts.
WHAT YOU BRING TO THE TABLE:
- 3+ years experience in B2B Service Delivery Management or Project Management in B2B SaaS, preferably with BPO customers.
- Strong analytical mindset and conceptual skills.
- Understanding of implementation partner ecosystems.
- Proven track record in cross-functional team collaboration.
- Fluency in German and English.
NICE TO HAVE:
- Passion for Conversational AI and familiarity with Parloa’s products.
WHAT’S IN IT FOR YOU?
- Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative company 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.
- Deutschland ticket, Urban Sports Club, Job Rad, Nilo Health, weekly sponsored office lunches.
- Competitive compensation and equity package.
- Flexible working hours, 28 vacation days and workation opportunities.
- Access to a training and development budget for continuous professional growth.
- Regular team events, game nights, and other social activities.
- Work from a home and/or our beautiful office(s) in the heart of Berlin or Munich with adjustable desks, social areas, fresh fruits, cereals, and drinks.
Your recruiting process at Parloa:
Recruiter video call → Hiring Manager Interview → Task + Technical Interview → Bar Raiser Interview
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 250 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 $66 million Series B 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.
