Program Manager - Lead

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 Lead the successful delivery of Sprinklr Community managed services and platform initiatives for enterprise customers by overseeing program governance, stakeholder management, resource planning, delivery execution, and operational excellence. Act as the primary point of accountability for customer engagements while managing consultants, ensuring program success, mitigating risks, and driving long-term customer value realization. What You'll Do Own end-to-end program and managed services delivery across multiple regions for strategic customer engagements. Liaise with customer HQ stakeholders to establish the blueprint of the module which helps enable seamless rollout. Serve as the primary point of contact for customer stakeholders, ensuring strong communication, alignment, and relationship management. Develop and manage program plans, timelines, milestones, dependencies, budgets, and resource allocations. Establish governance frameworks including status meetings, steering committees, executive reviews, risk reviews, and service governance forums. Manage program scope, risks, assumptions, issues, and change requests throughout the engagement lifecycle. Lead cross-functional coordination across consultants, customer teams, product teams, engineering teams, and third-party vendors. Oversee day-to-day execution of managed services activities, ensuring SLA adherence and delivery quality. Track program health, delivery KPIs, customer satisfaction metrics, and operational performance indicators. Drive proactive risk identification, mitigation planning, escalation management, and issue resolution. Manage engagement financials including forecasting, resource utilization, effort tracking, and budget management. Provide leadership, coaching, and delivery oversight for Lead Consultants and Senior Consultants supporting customer accounts. Support customer growth initiatives by identifying opportunities for service expansion, additional programs, and strategic engagements. Ensure program documentation, governance artefacts, status reporting, and customer communications are maintained to a high standard. Lead onboarding, transition, and operational readiness activities for new customers and managed services programs. What Makes You Qualified? 8-12 years of experience in Program Management, SaaS Platform Implementations, Managed Services Delivery, or Professional Services. Proven experience managing end-to-end SaaS platform implementation programs and post-implementation managed services engagements. Strong expertise in program planning, delivery governance, stakeholder management, resource management, and customer engagement. Experience managing enterprise customers and leading customer-facing delivery programs. Demonstrated success managing multiple concurrent programs, workstreams, and cross-functional teams. Hands-on experience with Agile, Waterfall, and Hybrid delivery methodologies. Strong knowledge of managed services operating models, SLA governance, service reviews, and operational reporting. Experience managing program budgets, forecasts, utilization plans, and financial performance. Excellent communication, presentation, negotiation, and executive stakeholder management skills. Hands-on experience with Jira, Azure DevOps, Smartsheet, Microsoft Project, or similar program management tools. Strong analytical, problem-solving, prioritization, and decision-making capabilities. Good to Have Skills Experience with Sprinklr or other enterprise SaaS platforms such as Salesforce, ServiceNow, Zendesk, Genesys, Khoros, Gainsight, Higher Logic, or Enterprise Community solutions. PMP, PRINCE2, Agile, Scrum Master, SAFe, or equivalent program management certifications. Experience managing globally distributed teams and offshore delivery models. Exposure to customer success, digital transformation, customer experience, or community platform programs. High-level understanding of integrations, APIs, SSO, and enterprise SaaS ecosystems. Business proficiency in Korean and English. Who You Are A customer-focused program leader with strong ownership and accountability. An effective communicator capable of engaging both executive stakeholders and delivery teams. A collaborative people manager who develops high-performing teams and drives accountability. A strategic thinker who balances customer satisfaction, delivery excellence, and business objectives. A proactive problem solver who can effectively manage competing priorities and complex stakeholder environments. What Success Looks Like Programs and managed services engagements delivered on time, within scope, and within budget. High customer satisfaction, retention, and stakeholder confidence. Consistent achievement of SLA, KPI, and governance commitments. Effective management of consultants, resources, risks, and customer expectations. Strong delivery predictability, operational excellence, and customer value realization. Successful identification and conversion of growth, renewal, and expansion 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.