Vice President - Professional Services, Head of Strategy and Operations

The Vice President of Professional Services is a senior executive leader responsible for shaping and executing strategy, driving operational excellence, and serving as Head of Strategy and Operations. This dual role involves scaling a world-class services organization, acting as a trusted advisor, and ensuring alignment across the business. The ideal candidate will have deep experience in global SaaS/software organizations, with a proven ability to drive process discipline, establish metrics, and lead transformative change.

Must Have

• Define and implement Professional Services strategy.
• Align services strategy with company goals and global expansion.
• Lead day-to-day Professional Services operations globally.
• Establish and monitor KPIs and performance metrics.
• Drive process excellence and cross-functional consistency.
• Serve as Head of Strategy and Operations to SVP.
• Manage executive reporting and strategic communications.
• Coordinate cross-functional initiatives for operational execution.
• Act as trusted advisor to the SVP.
• Build strong client relationships and ensure satisfaction.
• Oversee service offering design and delivery.
• Champion organizational transformation and change management.
• Lead and develop high-performing global teams.
• 15+ years in professional services leadership in global SaaS.
• Proven track record scaling service organizations in SaaS.
• Strong background in strategy, operations, executive leadership.
• Expertise in process design, metrics-driven management, change.
• Experience as Head of Strategy and Operations.
• Exceptional communication, negotiation, stakeholder management.

Perks & Benefits

• Comprehensive suite of benefits
• Voluntary healthcare coverage
• Paid time off
• Holidays
• Generous caregiver and parental leaves
• Life and disability insurance
• Health benefits (medical, dental, vision, prescription drug coverage)
• 401k plan with 100% vested company contributions
• Open Mentoring Program

The Vice President of Professional Services is a senior executive leader within a global SaaS company, responsible for shaping and executing the overall strategy, driving operational excellence, and serving as Head of Strategy and Operations reporting to the SVP of Professional Services. This dual role requires a seasoned leader who can scale a world-class services organization while acting as a trusted advisor and integrator, ensuring alignment of priorities, communications, and execution across the business. The ideal candidate will bring deep experience in global SaaS/software organizations, with a proven ability to drive process discipline, establish metrics, and lead transformative change.

Key Responsibilities

• Define and implement the vision and long-term strategy for the Professional Services organization in alignment with SaaS business models.
• Partner with the SVP of Professional Services and executive leadership to align services strategy with overall company goals and global expansion priorities.
• Identify market trends, customer needs, and competitive dynamics to inform strategic direction.
• Lead day-to-day operations of the Professional Services team, ensuring efficiency, scalability, and quality delivery across global markets.
• Establish and monitor KPIs, metrics, and dashboards to track performance and drive continuous improvement.
• Lead the development of process excellence operations to ensure cross functional and global consistency of delivery and operational execution.
• Build and enforce repeatable processes that support predictable, high-quality service delivery in a SaaS environment.

Head of Strategy Responsibilities

• Serve as Head of Strategy and Operations to the SVP of Professional Services, ensuring alignment of priorities, initiatives, and communications across the organization.
• Drive executive-level reporting, board materials, and strategic communications.
• Coordinate cross-functional initiatives, ensuring operational execution matches strategic intent.
• Act as a trusted advisor to the SVP, providing insight, structure, and accountability.

Client Engagement & Success

• Build strong relationships with key stakeholders, ensuring satisfaction and long-term partnerships.
• Oversee the design and delivery of service offerings that meet client needs and exceed expectations.

Change Leadership

• Champion organizational transformation by driving adoption of new processes, tools, and operating models.
• Lead change management initiatives to ensure teams embrace innovation and continuous improvement.
• Foster a culture of accountability, adaptability, and data-driven decision-making.

Team Leadership & Development

• Inspire, mentor, and develop a high-performing Professional Services team across multiple geographies.
• Recruit and retain top talent, ensuring diversity and inclusion across the organization.
• Foster collaboration and innovation across global teams.

Qualifications

• 15+ years of experience in professional services, consulting, or related leadership roles, with significant tenure in global SaaS or software companies.
• Proven track record of building and scaling service organizations in fast-paced, subscription-based environments.
• Strong background in strategy development, operational management, and executive leadership.
• Demonstrated expertise in process design, metrics-driven management, and leading organizational change.
• Experience serving as Head of Strategy and Operations or in a role requiring executive-level coordination and influence.
• Exceptional communication, negotiation, and stakeholder management skills.

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

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To learn more about all-things-Sprinklr, visit our candidate resource hub here

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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.