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Head of Partner Delivery Success

New York Office; Remotely in the USA

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 Head of Partner Success at Parloa, you own the quality, scalability, and operational success of partner-delivered implementations. Your mission is to build and lead a high-performing Partner Success organization that ensures every partner-led deployment meets the same quality, reliability, and customer impact standards as Parloa-led projects.

You define how Parloa scales delivery through partners without compromising technical excellence or customer outcomes. This means establishing the operating model for partner implementation oversight, building strong enablement and governance frameworks, and ensuring that partners consistently deliver high-quality AI solutions on the Parloa platform.

Partner Success is the bridge between Partnerships, Professional Services, and Product. As Head of Partner Success, you ensure that partner scale strengthens the Parloa ecosystem.

Areas of ownership:

  • Build the Global Partner Success Operating Model: Design and scale the Partner Success organization across regions, including TPM, Agent Architect, and Forward Deployed Engineer roles embedded within the partnership motion. Establish clear governance models, engagement rules, and escalation frameworks that ensure partner-delivered implementations meet Parloa’s quality bar. 
  • Ensure Quality and Predictability in Partner-Led Delivery: Own delivery health across all partner-executed projects. Implement quality gates, readiness assessments, and technical architecture reviews to ensure partners deploy the Parloa platform correctly and consistently. Ensure go-live readiness and production stability across all partner implementations.
  • Build and Develop a High-Performance Organization: Hire, coach, and develop the Partner Success team across regions. Build leadership capacity and clear growth paths for TPMs, Agent Architects, and FDEs. Establish strong accountability frameworks while maintaining a culture focused on technical excellence, collaboration, and partner enablement.
  • Drive Partner Enablement and Capability Development: Work with cross-functional teams to create structured enablement programs that accelerate partner readiness and technical capability. Ensure programs emphasize best practices for agent design, platform integrations, and project delivery methodologies. Track partner capability maturity and ensure partners are prepared to lead implementations independently over time. 
  • Ensure Technical and Implementation Standard Compliance for Partners:  Ensure consistency across partner-built solutions and reduce implementation variability across the ecosystem.
  • Strengthen Partner and Executive Relationships: Serve as the executive technical counterpart to strategic implementation partners. Build trust with partner leadership and ensure strong alignment between Parloa delivery standards and partner implementation practices.
  • Create Scalable Feedback Loops Between Partners and Product: Translate field insights from partner implementations into structured product feedback. Identify recurring implementation patterns and advocate for product improvements that reduce complexity and increase partner self-sufficiency.
  • Own Partner Performance Metrics and Ecosystem Health: Define and track partner performance metrics such as implementation quality, delivery timelines, QA pass rates, and partner NPS. Establish reporting cadences with executive leadership and drive continuous improvement across the partner ecosystem. 

       Our Technology Stack: TypeScript, Node.js, Python, Microsoft Azure, Kubernetes, Terraform, ArgoCD, MongoDB

Who you are:

  • Experience level: 10 to 15+ years in enterprise SaaS, AI platforms, professional services, or partner delivery roles with meaningful production responsibility.
  • People leadership: 5+ years leading technical delivery, professional services, or partner success organizations, ideally leaders-of-leaders. Proven experience building high-performing teams and scaling operational capacity across regions.
  • Organizational leadership: Experience designing and scaling partner delivery models or ecosystem support functions. Ability to build processes, frameworks, and governance structures that enable partners to deliver at enterprise scale.
  • Partner Ecosystem Experience: Deep experience working with system integrators, implementation partners, or consulting firms. Strong understanding of partner enablement, certification programs, and partner performance management.
  • Enterprise Delivery Track Record: Demonstrated success overseeing complex enterprise deployments involving multiple stakeholders and delivery teams. Experience managing both direct and partner-led implementation programs.
  • Technical Breadth and Platform Understanding: Strong understanding of enterprise software architectures, integrations, and cloud-based platforms. Ability to engage credibly with technical teams on AI systems, integrations, and enterprise platform deployments.
  • Strategic product thinking: Ability to identify patterns across partner implementations and translate them into product improvements or platform capabilities. Strong intuition for what should be standardized versus left flexible for partners.
  • Operational excellence: Strong planning, prioritization, and risk management capabilities. Ability to build scalable processes that maintain quality without introducing unnecessary operational overhead.
  • Executive presence: Confident communicator with the ability to engage partner executives, technical leaders, and internal stakeholders. Comfortable representing Parloa in executive discussions around delivery, partner performance, and ecosystem strategy.
  • Strong plus: AI / LLM-based systems and conversational AI platforms, Telephony and contact center infrastructure (PSTN, SIP), Partner-driven enterprise software ecosystems, Scaling global system integrator relationships

Our recruiting process:

TA Screen → Hiring Manager Call → 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.

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