Senior Director, Strategic Program Manager

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.

Job Description

About the Team:

Sprinklr’s Professional Services team partners with our most strategic customers to guide them through complex, high-impact transformation programs. These initiatives span multiple workstreams across voice, messaging, social, digital, and analytics, and often require deep cross-functional collaboration between Sprinklr and customer stakeholders. Our mission is to ensure customers realize the full value of their investment in Sprinklr by driving seamless implementation, adoption, and long-term success.

What You’ll Do:

As the Senior Director, Strategic Program Manager, you will lead the execution of Sprinklr’s most critical and complex customer programs. These are multi-phase, long-duration initiatives with numerous internal and external workstreams, requiring executive oversight, operational rigor, and strong cross-functional leadership.

You will:

• Take end-to-end ownership of high-complexity customer programs involving concurrent workstreams and dozens of implementation consultants.
• Establish and enforce governance and operating models to bring consistency, transparency, and predictability across all phases of the program lifecycle.
• Serve as the executive escalation point for customers, navigating ambiguity, de-risking delivery challenges, and driving alignment across Sales, Product, Implementation, Support, and Customer Success.
• Shape the strategy during pre-sales, assessing feasibility, influencing scoping decisions, and aligning on delivery expectations to set programs up for success.
• Coach and develop project managers and consultants, building muscle across the team while instilling a culture of accountability and customer impact.
• Act as a strategic advisor to customer executives, helping steer programs toward business outcomes and organizational transformation.
• Identify and escalate systemic delivery risks, including product readiness, team enablement, and support effectiveness—and work across functions to implement structural solutions.

Who You Are:

• You bring 15+ years of experience in technology sector and transformation—preferably with a blend of top-tier consulting (e.g., McKinsey, BCG, Bain) and operating roles at a product company or GSI.
• You have a strong track record of leading complex enterprise technology programs from scoping through delivery, often in environments where the product is evolving in parallel to implementation.
• You excel at navigating organizational ambiguity, translating strategic intent into executable plans, and aligning diverse stakeholders toward common outcomes.
• You have deep experience with multi-threaded customer programs, including stakeholder engagement, delivery governance, resource orchestration, and risk management.
• You’re a natural mentor and leader, with the ability to level up program managers and teams through coaching, enablement, and standards of excellence.
• You are customer-obsessed, commercially savvy, and able to operate fluidly across executive, technical, and operational discussions.

Preferred Qualifications:

• Experience delivering cloud-based contact center or Unified-CXM platforms, ideally in large-scale enterprise environments.
• Strong familiarity with enterprise IT architecture, APIs, integrations, and SaaS delivery models.

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.