Program Manager

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

Meet our Professional Services Team!

Successful value-driven Sprinklr implementations start with us. We’re looking for an experienced Program Manager to help provide premium services to our global customer base. As a member of our team, you’ll support customers through all stages of their Sprinklr journey and work with a team of passionate internal consultants, solutions designers, analytics experts, as well as sales and service delivery leaders to make it happen.

What You'll Do

Sprinklr is looking for a Program Manager with expertise in managing enterprise customer SaaS deployments and ongoing adoption and operations for Sprinklr’s largest customers. In this role, you will be responsible for the end-to-end delivery of multi-market, global implementations across multiple customer verticals.

You should have a strong understanding of technology such as CXM, Multi-Channel CCaaS, CPaaS, Cloud and On-Premise Contact Center Systems, as well as experience in managing projects and program s in the retail vertical.

Responsibilities:

• Own and manage end-to-end program management of CXM and CCaaS implementation including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.
• Program Manager will work in tandem with providers like Ring Central, , Adobe,  and other CCaaS platforms.
• Work directly with prospects and customers around the full functionality of the Sprinklr product portfolio.
• The Program Management ensures that customer business requirements and KPIs are being implemented according to defined scope, requirements and best practices and value is being delivered at every touch point.
• Partner with Sprinklr’s cross-functional enablement functions and leaders to ensure alignment and transparency at every project stage.
• Drive meaningful relationships with key customer and internal stakeholders, as well as executives, ensuring all parties are providing requisite participation and accountability.
• Maintain deep Sprinklr platform knowledge to develop realistic and meaningful project plans and workstreams.
• Ensure that each project is reported and forecasted accurately to all external and internal stakeholders.
• Ensure that all project/program risks, issues and change requests are managed and communicated effectively.
• Lead a team striving for quality and excellence in all aspects of project delivery.
• Provide weekly project status and burn reports to the relevant project stakeholders.
• Maintain awareness of the CCaaS industry to provide subject matter expertise and guidance internally and for Sprinklr customers.
• Travel up to 10%.

Experience:

• 8-10 years Experience in project and program delivery/deployment, Contact Centers, retail, or similar industry
• Cloud and Contact Center automation. 
• In depth hands on experience in project and program delivery for fortune 500 Enterprise with a focus on customer care, and Omni Channel CCaaS.
• Articulate business outcome’s and be able to create a roadmap to achieve it
• Experience leading global (multi-geo/multi-cultural) rollouts
• Strong Program Management experience with certifications in PMP and Scrum strongly preferred
• Strong stakeholder management experience including at the executive level
• Experience managing various deployment types (centralized, decentralized, hub-and-spoke)
• Experience with both waterfall and agile project management methodologies.
• Ability to identify and resolve issues, manage risk models, perform resource allocations and run large-scale cross-functional team meetings
• Ability to lead and motivate large teams without direct supervision, leveraging mediation and stakeholder management skills
• Strong knowledge of software development life cycles
• Strong verbal and written communication