Strategic Engagement Manager - Travel

YOUR MISSION:

Join us in reimagining customer experience with Agentic AI. As a Strategic Engagement Manager in our Travel Vertical, you own the success of our most strategic enterprise customers — turning AI ambition into measurable business outcomes across customer support, operations, and digital experience.

You lead end-to-end transformation, orchestrating cross-functional teams to deliver high-impact rollouts, drive customer health and expansion, and build trusted executive partnerships.

This is a high-accountability role: you are responsible for delivering excellence, stakeholder confidence, and commercial impact, growing over time into ownership of larger, more complex accounts.

IN THIS ROLE YOU WILL:

• Own strategic account success end-to-end: Lead delivery for key travel enterprise customers, translating scope into structured execution plans, managing timelines and risk, and ensuring on-time, high-impact AI launches that meet agreed KPIs.

• Drive measurable business impact: Define and track success metrics such as automation rate, CSAT impact, AHT reduction, and cost savings. Quantify value delivered and position results clearly in executive updates.

• Orchestrate complex, cross-functional execution: Align Product, Engineering, Solutions, AI, and partner teams around clear priorities. Escalate blockers early, manage scope boundaries, and maintain momentum across workstreams.

• Bridge executive vision and technical reality: Translate CX and AI ambition into actionable roadmaps. Align business leaders (Support, Operations, Digital, CX) with IT and engineering teams to ensure shared ownership and clarity.

• Identify and convert expansion opportunities: Surface new use cases across languages, regions, channels, and automation depth. Build data-backed mini business cases and partner with Sales to turn delivery success into revenue growth.

• Represent Parloa as a trusted AI transformation partner: Act as a credible voice on agentic AI in travel, bringing industry context (seasonality, disruption management, booking flows, compliance) into strategic conversations and feeding insights back into our product roadmap.

WHAT YOU BRING TO THE TABLE:

• 4–6 years of experience in enterprise SaaS, consulting, customer success, or solution delivery — with a clear track record of driving measurable results in complex, multi-stakeholder environments.

• You think in milestones, not meetings. You manage timelines, dependencies, and risks proactively, bringing order and momentum to cross-functional initiatives.

• You understand how implementation translates into ROI, whether through automation, cost savings, productivity gains, or CX improvements, and you communicate impact in a clear, data-driven way.

• You’re comfortable engaging Directors and VPs, aligning diverse interests, and delivering clear, concise updates, including difficult messages when needed.

• You operate with a builder’s mindset. You take initiative, move decisively in ambiguity, and create clarity where none exists.

• You understand APIs, integrations, data flows, and enterprise systems well enough to engage in architecture discussions and translate engineering constraints into business implications — without needing to code.

Nice to have:

• Background in travel, mobility, marketplaces, high-volume B2C, AI/automation platforms, or fast-scaling SaaS environments is a strong plus.

WHAT'S IN IT FOR YOU?

• Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative company culture, and enjoy an immersive onboarding experience in Berlin to dive into our product and 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.

• If you are located in NYC: A beautiful office with flair in the heart of NYC with all the conveniences, such as social area, snacks, and drinks.

• Competitive compensation and equity package.

• Flexible working hours, unlimited PTO, and travel opportunities.

• Access to a training and development budget for continuous professional growth.

• ClassPass membership, Nilo Health, Health insurance, weekly sponsored office lunches.

• Regular team events, game nights, and other social activities.

Your recruiting process at Parloa:

Recruiter → Meet your manager → Expert interview(s) → 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 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.

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* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.