Principal Program Manager - CCaaS

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

Meet our Professional Services Team! 

Successful implementation and value from the Sprinklr platform starts with us. As customers advance their strategies and invest more in social media as a business driver, we’re looking for experienced project managers to help realise those ambitions. As a member of our team, you’ll support our customers through the initial stages of their Sprinklr journey and work with a team of passionate consultants, solutions designers, analytics experts, as well as sales and service delivery leaders to make it happen. 

What You'll Do 

Sprinklr is looking for a Global Program Manager to manage enterprise level projects for some of our biggest clients. You will be both responsible and accountable for the end to end delivery of projects across a range of clients. 

Experience in CCAAS delivery/rollout Essential  

Responsibilities: 

• Own and manage a portfolio consisting of 5 - 7 accounts; controlling project scope, change control processes, risks/ issues and mitigation plans. 

• Partner with consulting teams, leaders and other internal departments or regional teams to coordinate and drive delivery. 

• Ensure that overall program is effective, whilst running individual projects according to schedule and keeping within budget. 

• Develop relationships with, and ensure the appropriate participation of key client & internal stakeholders and executives. 

• Develop, build, and maintain durable and trusted relationships with clients and internal stakeholders. 

• Develop knowledge of the Sprinklr platform components and module-synergies - so as to be able to develop realistic and meaningful project plans and high-level solutions. 

• Ensure that each project is reported and forecasted accurately to all external and internal stakeholders. 

• Ensure that all project/program risks, issues and change requests are managed effectively. 

• Manage client service expectations and briefs and drive successful, measurable outcomes for the client. 

• Set the tone for the team and strive for quality and excellence in all aspects of delivery. 

• Provide weekly project status and burn reports to the relevant project stakeholders. 

• Maintain awareness of the current industry environment that shapes opportunities for client solutions. 

Experience: 

• Extensive experience of client management experience collaborating closely with business owners and executive level clients. 

• Experienced managing projects in IT, SaaS, Social, or Software environment. 
• Experience in CCAAS delivery/rollout Essential

• Experienced working with multi-geo, multicultural delivery teams. 

• Experienced working on large scale project management in leading multi-organisational initiatives, and driving team accountability to achieve goals. 

• Ability to identify and resolve issues, manage risk, develop detailed work plans and specifications, perform resource allocations and run team meetings. 

• Demonstrated ability to assume a leadership role in managing project, departmental and enterprise risks related to projects, systems and business analysis. 

• Strong influencing skills and negotiation / mediation skills. 

• Ability to motivate and focus people resources where there is no direct reporting relationship. 

• Proven mentoring, supervisory, and team-building skills. 

• Ability to resolve problems with keen instincts and organisational experience. 

• Strong knowledge of software development life cycles, web technologies, web development processes. 

• Strong verbal and written communication skills. 

• Experience in Agile project management a plus. 

• Certification of any kind for Project Management (Prince2, PMP, SCRUM etc.) 

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. 

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.