Sr. Manager – Strategy & Ops

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description What does success look like

• The Senior Manager – Professional Services Strategy & Operations plays a critical leadership role within a global SaaS organization, supporting strategy execution, driving operational excellence, and enabling scalable service delivery. This role partners closely with senior leadership, including the VP and SVP of Professional Services, to translate strategy into execution, ensure alignment across teams, and drive measurable business outcomes.
• The ideal candidate brings strong experience in SaaS or software services environments, with a focus on operational rigor, cross-functional collaboration, and data-driven decision-making.

What You’ll Do Key Responsibilities Strategy & Execution

• Support the development and execution of the Professional Services strategy aligned with company goals and SaaS business models.
• Partner with senior leadership to translate strategic priorities into actionable plans and measurable outcomes.
• Analyze market trends, customer needs, and internal performance data to inform decision-making.

Operational Excellence

• Drive day-to-day operational effectiveness of the Professional Services organization across regions.
• Define, track, and report on KPIs, metrics, and dashboards to ensure performance visibility and accountability.
• Establish and improve scalable, repeatable processes for consistent service delivery.
• Partner with cross-functional teams (Sales, Customer Success, Product, Finance) to ensure seamless execution.

Strategy & Operations Enablement

• Support executive-level reporting, including business reviews, dashboards, and strategic updates.
• Help drive alignment of priorities, initiatives, and communications across teams.
• Coordinate cross-functional programs to ensure execution aligns with strategic objectives.
• Act as a thought partner to leadership by providing structured insights and recommendations.

Client Success & Delivery

• Support the design and continuous improvement of service offerings to meet customer expectations.
• Monitor customer outcomes and feedback to drive service quality and satisfaction.
• Partner with delivery leaders to ensure consistent, high-quality execution.

Change & Transformation

• Drive adoption of new processes, tools, and operating models across the organization.
• Support change management initiatives to improve efficiency and scalability.
• Promote a culture of continuous improvement and data-driven decision-making.

Team Leadership & Collaboration

• Lead and mentor a team of individual contributors and/or managers.
• Foster collaboration across global and cross-functional teams.
• Support talent development, engagement, and inclusive team culture.

What Makes You Qualified?

• 12-15 years of experience in professional services, consulting, or operations roles, preferably in SaaS or software organizations.
• Proven experience driving operational improvements and supporting strategy execution.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Experience working cross-functionally in global, matrixed environments.
• Familiarity with KPI frameworks, dashboards, and process optimization.
• Strong communication and stakeholder management skills.
• Experience supporting executive-level reporting and business reviews is a plus.

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.

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

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.

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