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

Key Responsibilities

Customer Leadership & Single Point of Contact

Act as the primary interface for customer leadership, ensuring clear communication and alignment
Build strong relationships with business and technology stakeholders
Represent the overall program status, risks, and value delivered in leadership forums

Program Coordination & Delivery Oversight

Coordinate across multiple workstreams, business units, and delivery teams
Ensure all projects are executed on time and aligned to agreed milestones
Participate in track-level calls to maintain close visibility on execution

Value Delivery & Business Alignment

Work closely with customer business teams to ensure solutions drive measurable business outcomes
Track and communicate value realization and adoption metrics
Ensure alignment between delivery outputs and customer priorities

Risk & Issue Management

Proactively identify and call out risks, dependencies, and delays early
Drive mitigation plans and ensure timely resolution of issues
Manage escalations effectively across internal and external stakeholders

Capacity & Resource Management

Monitor team capacity, bandwidth, and utilization across workstreams
Ensure optimal resource allocation to meet delivery timelines
Highlight capacity constraints and drive resolution

Product & Support Alignment

Work closely with Support and Product teams to:
- Track product bugs, enhancements, and fixes
- Ensure timely resolution and communication to customer
- Escalate critical product issues impacting delivery or business outcomes

Governance, QA & Process Excellence

Establish and drive internal governance frameworks, including:
- Program governance cadence and reporting
- Delivery reviews and checkpoints
Implement Quality Assurance (QA) mechanisms across workstreams
Define and standardize delivery processes, best practices, and operating models

Performance Monitoring & Reporting

Track overall program health, milestones, risks, and dependencies
Provide structured updates to customer and internal leadership
Ensure transparency and predictability in delivery

Experience and Qualifications

Education: Bachelor’s degree in Technology, Business, or related field
Experience:
- 15+ years of experience in program/project management
- Strong experience managing large enterprise accounts and complex implementations
- Experience in multi-workstream coordination and customer-facing roles

Technical & Domain Expertise

Strong understanding of SaaS / CCaaS platforms (e.g., Salesforce, ServiceNow, Cisco, Genesys, etc.)
Experience working in customer experience, contact center, or digital transformation domains

Core Competencies

Customer Engagement: Strong ability to interact with senior customer stakeholders
Execution Focus: Strong drive for timelines, deliverables, and outcomes
Coordination & Orchestration: Ability to manage multiple teams and workstreams seamlessly
Risk Management: Proactive and structured approach to issue resolution
Operational Excellence: Focus on governance, QA, and process discipline
Communication: Clear, structured, and concise executive communication

Key Performance Indicators (KPIs)

On-Time Delivery: Adherence to project timelines across workstreams
Stakeholder Satisfaction: Feedback from customer leadership and business teams
Risk Management: Early identification and resolution of risks/issues
Resource Utilization: Effective capacity and workload management
Program Visibility: Accuracy and effectiveness of reporting and communication
Quality & Governance: Adherence to QA standards and governance processes
Product Issue Resolution: Timely tracking and closure of bugs and enhancements
Value Delivery: Alignment of delivery outcomes with customer business goals

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.

Principal Program Manager - CCaaS / SaaS (Account-Based)