Director, Professional Service Operations - US Remote

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description
 

Overview: Customer Operations is critical to Sprinklr’s success by onboarding customers through successful implementations, driving platform adoption, revenue expansion and customer retention.

As the Director of Strategy and Operations, you will play a pivotal role in overseeing and optimizing the operational aspects of our customer operations team. You'll be responsible for building and managing the operational rigor for healthy business management including strategy planning, business reporting, system/tool enhancement initiatives, services profit and loss (P&L) and headcount/capacity management.  

Responsibilities:  

• Strategic Planning: Develop and execute strategic plans to drive operational excellence and meet organizational objectives.

• Collaborate with cross-functional teams to align operational strategies with broader company goals. This includes setting timelines, allocating resources, and defining key performance indicators (KPIs) to measure progress.  

• Business Partner:  Serve as the main business partner to the Global Professional Services leader for the day to day run of the business 

• Goal Setting: Collaborate with senior management to define the organization's mission, vision, and strategic goals. Translate these into actionable objectives that align with the overall business strategy.  

• Business Reporting: Establish and maintain robust reporting mechanisms to track key performance indicators (KPIs) and operational metrics. Generate insightful reports and analysis to facilitate data-driven decision-making and identify areas for improvement.  

• Systems and Tools: Lead initiatives to enhance existing systems, tools, and processes used within the customer operations division. Identify opportunities for automation, efficiency improvements, and scalability enhancements.  

•  Services P&L Management: Partner with Finance to manage the P&L for the implementation, managed, and technical services, including revenue forecasting, budgeting, and cost optimization. Develop strategies to maximize profitability while maintaining high-quality service delivery.  

• Headcount Capacity Management: Strategically plan and manage the division's headcount and capacity. Analyze workload and resource allocation to ensure optimal utilization while aligning staffing levels with business needs.  

• Continuous Improvement: Promote a culture of continuous improvement within the customer operations division. Implement best practices and drive initiatives to enhance service quality and operational efficiency.  

• Operating Rhythm: Own and manage weekly cadence of meetings, deliverables, and reporting to build best in class hygiene of the professional services business.   

Requirements:  

• 7+ years of experience in operations management, preferably in a GTM sales and services organization within a SaaS or technology company. Prior experience building business operations reporting rigor and managing P&L responsibilities is highly desirable.  

• Strong analytical and problem-solving abilities with a track record of using data to drive strategic and operational decisions. Proficiency in financial analysis and business reporting.  

• Demonstrated leadership and management capabilities, including the ability to lead teams, drive change, and inspire a culture of excellence.  

• Proven ability to think strategically, develop actionable plans, and execute initiatives to achieve organizational goals.  

• Excellent communication skills with the ability to convey complex information effectively to diverse audiences. Strong presentation and stakeholder management skills.  

•  A strong focus on operational efficiency, process optimization, and continuous improvement methodologies.  

• Bachelor’s degree in business administration, Operations Management, Finance