Principal Global Program Manager – CCaaS
Job Summary
Job Description
- Minimum 7-10 years of program management experience
- At least 5 years managing large-scale, global programs
- Strong understanding of SaaS and CCaaS products & technology
- Proven ability to lead and motivate cross-functional teams
- Excellent verbal and written communication skills
- Strong problem-solving and analytical skills
- Ability to adapt to changing priorities
- Experience in negotiation and conflict resolution
- Bachelor's degree in business administration, Project Management, Information Technology, or a related field
- PMP, PMI-ACP, or equivalent program management certification
- Opportunity to lead a high-impact global program
- Collaborative and inclusive work environment
- Competitive salary and benefits package
- Professional development and growth opportunities
Job Details
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 here: The Sprinklr Way.
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, Genysis 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.
Why You'll Love Sprinklr:
We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.
The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role.
US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.
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