Principal Program Manager - CCaaS

Job description

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 Global Program Manager to help provide premium services to our global customer base. As a member of our team, you’ll support customers through the initial 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. About the Role: We are seeking a highly skilled and experienced Global Program Manager to lead the large-scale, complex global rollout of Sprinklr SaaS & CCaaS products. The ideal candidate will have a proven track record in managing global programs, excellent leadership skills, and the ability to drive cross-functional teams towards successful project delivery. Key Responsibilities: • Program Leadership: Oversee the planning, execution, and delivery of the global rollout of Sprinklr SaaS & CCaaS products, ensuring alignment with strategic objectives. • Stakeholder Management: Engage with key stakeholders, including senior management, clients, and cross-functional teams, to ensure clear communication and alignment on program goals and progress. • Resource Management: Allocate, coordinate and manage resources across different regions and functions effectively to ensure timely delivery of program milestones. • Risk Management: Identify, assess, and mitigate risks associated with the program to ensure smooth execution. • Performance Tracking: Monitor program performance using appropriate systems, tools, and techniques; report on progress, issues, and risks to stakeholders. • Continuous Improvement: Implement best practices and continuous improvement initiatives to enhance program efficiency and effectiveness. • Compliance: Ensure all program activities comply with relevant regulations, standards, and organizational policies. • Financial Management: Manage program budgets, monitor expenditures, and ensure financial targets are met. • Mentorship: Supervise and mentor program teams, providing guidance and support to ensure project success. Experience and Qualifications: • Education: Bachelor's degree in business administration, Project Management, Information Technology, or a related field is preferred. • Experience: Minimum of 7-10 years of experience in program management, with at least 5 years managing large-scale, global programs. • Certifications: PMP, PMI-ACP, or equivalent program management certification is highly desirable. • Technical Skills: Strong understanding of SaaS and CCaaS products & technology. (Salesforce, ServiceNow, Avaya, Cisco, Genesys etc.) • Leadership Skills: Proven ability to lead and motivate cross-functional teams in a global, matrixed environment. • Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely to various audiences. • Analytical Skills: Strong problem-solving and analytical skills, with the ability to make data-driven decisions. • Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment. • Negotiation & Conflict Management: Experience in negotiation and conflict resolution to manage stakeholder expectations and drive consensus. Key Performance Indicators (KPIs): • On-Time Delivery: Percentage of program milestones delivered on or before the scheduled date. • Budget Adherence: Percentage of program budget adherence, ensuring costs do not exceed allocated budget. • Stakeholder Satisfaction: Stakeholder satisfaction scores based on feedback from clients, senior management, and team members. • Risk Mitigation: Number of identified risks successfully mitigated or managed without impacting program delivery. • Resource Utilization: Efficiency of resource allocation and utilization, ensuring optimal use of available resources. • Quality of Deliverables: Quality assessment scores of program deliverables, ensuring they meet or exceed defined standards. • Team Performance: Performance metrics for cross-functional teams, including productivity and collaboration effectiveness. • Continuous Improvement: Implementation of process improvements and best practices, measured by the number of initiatives successfully adopted. Desired Soft Skills: • Emotional Intelligence: Ability to understand and manage your own emotions, and those of others, to foster a positive work environment. • Collaboration: Strong team player with the ability to work effectively with diverse teams across different geographies. • Conflict Resolution: Skilled in resolving conflicts and negotiating win-win solutions. • Time Management: Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines. • Critical Thinking: Ability to think critically and creatively to solve complex problems. • Resilience: Ability to remain calm and focused under pressure, and to bounce back from setbacks. • Cultural Sensitivity: Awareness and respect for cultural differences, with the ability to work effectively in a global context. Why Join Us? • Opportunity to lead a high-impact global program. • Collaborative and inclusive work environment. • Competitive salary and benefits package. • Professional development and growth opportunities. We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here . To learn more about all-things-Sprinklr, visit our candidate resource hub here . EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.