Vice President - Professional Services, Head of Strategy and Operations

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. 

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. 

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. 

Job Description

The Vice President of Professional Services is a senior executive leader within a global SaaS company, responsible for shaping and executing the overall strategy, driving operational excellence, and serving as Head of Strategy and Operations reporting to the SVP of Professional Services. This dual role requires a seasoned leader who can scale a world-class services organization while acting as a trusted advisor and integrator, ensuring alignment of priorities, communications, and execution across the business. The ideal candidate will bring deep experience in global SaaS/software organizations, with a proven ability to drive process discipline, establish metrics, and lead transformative change. 

Key Responsibilities 

Strategic Leadership 

• Define and implement the vision and long-term strategy for the Professional Services organization in alignment with SaaS business models. 

• Partner with the SVP of Professional Services and executive leadership to align services strategy with overall company goals and global expansion priorities. 

• Identify market trends, customer needs, and competitive dynamics to inform strategic direction. 

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Operational Excellence 

• Lead day-to-day operations of the Professional Services team, ensuring efficiency, scalability, and quality delivery across global markets. 

• Establish and monitor KPIs, metrics, and dashboards to track performance and drive continuous improvement. 

• Lead the development of process excellence operations to ensure cross functional and global consistency of delivery and operational execution. 

• Build and enforce repeatable processes that support predictable, high-quality service delivery in a SaaS environment. 

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Head of Strategy Responsibilities 

• Serve as Head of Strategy and Operations to the SVP of Professional Services, ensuring alignment of priorities, initiatives, and communications across the organization. 

• Drive executive-level reporting, board materials, and strategic communications. 

• Coordinate cross-functional initiatives, ensuring operational execution matches strategic intent. 

• Act as a trusted advisor to the SVP, providing insight, structure, and accountability. 

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Client Engagement & Success 

• Build strong relationships with key stakeholders, ensuring satisfaction and long-term partnerships. 

• Oversee the design and delivery of service offerings that meet client needs and exceed expectations. 

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Change Leadership 

• Champion organizational transformation by driving adoption of new processes, tools, and operating models. 

• Lead change management initiatives to ensure teams embrace innovation and continuou