Senior Director, Customer Feedback Management

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
 

What Does Success Look Like 
As a Director Product Management specializing in Customer Feedback Management Software, you will be responsible for driving the development and success of our customer feedback solutions. You will work closely with cross-functional teams, including engineering, design, marketing, and sales, to deliver products that meet customer needs and enhance user satisfaction. Your role involves gathering and analyzing customer feedback, defining product vision, prioritizing features, and ensuring successful product launches. 
 
 
What You’ll Do 

• Product Strategy and Vision: 

• Define and communicate the product vision and strategy for customer feedback management software. 

• Conduct market research and competitive analysis to identify trends and opportunities. 

• Develop and maintain a product roadmap aligned with business goals and customer needs. 

• Customer Feedback Management: 

• Collect and analyse customer feedback through various channels (surveys, interviews, support tickets, etc.). 

• Identify pain points and opportunities for product improvement based on customer insights. 

• Develop and implement strategies to enhance customer feedback collection and utilization processes. 

• Product Development: 

• Collaborate with engineering and design teams to define product requirements and specifications. 

• Prioritize features and enhancements based on customer feedback, market demand, and business impact. 

• Oversee the product development lifecycle from concept to launch, ensuring timely delivery and quality. 

• Stakeholder Management: 

• Engage with internal stakeholders, including sales, marketing, and customer support, to gather input and align product initiatives. 

• Present product updates, roadmaps, and performance metrics to executive leadership and other stakeholders. 

• Coordinate with marketing teams to develop go-to-market strategies and product messaging. 

• Performance Monitoring and Analysis: 

• Monitor product performance through metrics such as user adoption, customer satisfaction, and revenue growth. 

• Conduct post-launch evaluations to assess the success of product releases and identify areas for improvement. 

• Use data-driven insights to make informed decisions and iterate on product features. 

 
What Makes You Qualified 

• Education and Experience: 

• Bachelor’s degree in Business