Principal Project Manager - CCaaS

Principal Project Manager- CCaaS – CCaaS / SaaS  (Exp : 7-10 years)
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Job Description 

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. 

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.