SaaS & Business Applications Manager

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 IKEA and Booking.com already deploying Parloa at scale.

About the role:

As a SaaS & Business Applications Manager, you will own and mature Parloa’s internal SaaS and business application landscape, transforming a highly distributed environment into a centralized, scalable, and compliant platform that enables the business to operate efficiently.

This role operates as an individual contributor with end-to-end ownership of the application portfolio. You will work in close partnership with IT Service Delivery and Security, ensuring applications are reliable, compliant, and aligned with business needs — while driving consolidation, optimization, and operational excellence.

Areas of ownership:

Own the SaaS & Application Portfolio

• Take ownership of the lifecycle of all business applications, from onboarding to decommissioning

• Establish and maintain a centralized view of the application landscape (600+ tools)

• Drive consolidation and rationalization to reduce redundancy and improve efficiency

Drive Business Alignment & Enablement

• Partner with stakeholders across the business to understand needs and translate them into scalable application solutions

• Ensure applications are aligned with operational workflows and business objectives

• Act as the bridge between business, IT, and vendors

Lead Application Delivery & Change

• Own implementation, rollout, and optimization of business applications

• Manage upgrades, changes, and integrations in collaboration with IT Service Delivery

• Ensure proper validation, testing, and release processes

Vendor & Supplier Management

• Manage relationships with SaaS vendors, including performance, renewals, and contract optimization

• Track usage, value, and licensing to support cost efficiency

• Support commercial decision-making with data and insights (budget ownership sits outside the role)

Governance, Risk & Compliance

• Partner with Security to ensure applications meet SOC2 / ISO compliance requirements

• Establish governance processes for onboarding, access, and lifecycle management

• Maintain documentation, standards, and controls across the application portfolio

Knowledge & Operational Excellence

• Build and maintain documentation, service catalogues, and usage guidelines

• Improve internal adoption, usability, and supportability of tools

• Introduce scalable processes aligned with ITIL principles where appropriate

How you'll work:

• Operate as a high-ownership IC with broad scope and autonomy

• Collaborate closely with:

• Security (compliance, risk, controls)

• IT Service Delivery (operations, support, service processes)

• Navigate intentionally overlapping boundaries, ensuring clarity through collaboration rather than rigid ownership splits

• Focus on building structure and maturity in a currently evolving environment

Who you are:

• Proven experience managing SaaS or business application portfolios in a scaling company

• Strong understanding of application lifecycle management and IT service management concepts (e.g., ITIL)

• Experience working with vendors, contracts, and SaaS ecosystems

• Ability to operate across technical and business domains, translating between stakeholders

• Strong project ownership and delivery capability across multiple parallel initiatives

• Experience working in environments transitioning toward enterprise maturity (compliance, scale, governance

Nice to have:

• Experience in SaaS-heavy, high-growth environments

• Familiarity with SOC2 / ISO 27001 controls

• Background in consulting or transformation roles

• Exposure to tooling ecosystems (SSO, IAM, procurement, asset management)

What success looks like (first 12 months):

• Measurable reduction in SaaS spend through consolidation and optimization

• Significant portion of applications centralized under structured ownership

• Clear governance model established for onboarding, lifecycle, and vendor management

• Improved visibility, documentation, and usability of the application landscape

Why this role matters:

Parloa operates a large and rapidly growing SaaS ecosystem. Today, ownership is fragmented. This role is critical to bringing control, structure, and strategic alignment to that landscape — unlocking efficiency, reducing risk, and enabling the company to scale sustainably.

Our Recruiting Process:

Talent Acquisition → Hiring Manager → Technical Interview(s) → Bar Raiser

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 $350 million Series D 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.

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.