Program Manager - Lead
Core
Lead end-to-end delivery of Sprinklr Community managed services and platform initiatives for enterprise customers, overseeing program governance, stakeholder management, and operational excellence.
Role type
Senior Program Manager (Managed Services & SaaS Implementation)
Builds
Unified Customer Experience Management (Unified-CXM) platform services and community management programs
Domain
Enterprise SaaS / Customer Experience Management (CXM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Program governance, stakeholder management, resource planning, delivery execution, risk mitigation, budget management, cross-functional coordination, SLA adherence, team leadership
Preferred skills
SaaS platform implementation, managed services operating models, Agile/Waterfall/Hybrid methodologies, global team management, growth opportunity identification
Technologies
Jira, Azure DevOps, Smartsheet, Microsoft Project
Responsibilities
Own end-to-end program delivery across multiple regions; Liaise with customer HQ to establish module blueprints; Manage program plans, timelines, budgets, and resource allocations; Establish governance frameworks (steering committees, risk reviews); Lead cross-functional coordination with consultants, product, and engineering teams; Oversee day-to-day execution ensuring SLA adherence; Track program health and KPIs; Drive risk identification and mitigation; Manage engagement financials and forecasting; Provide leadership and coaching to Lead/Senior Consultants; Support customer growth initiatives; Lead onboarding and operational readiness activities
Seniority
Senior, hands-on IC with team leadership