Strategic Technical Program Manager

Sprinklr

Strategic Technical Program Manager at Sprinklr focusing on managed services delivery and customer experience improvement. Leading initiatives that enhance customer service automation and operational excellence.

Posted 7/28/2026full-timeBangalore • 🇮🇳 IndiaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise SaaS environments, focusing on customer service operations and automation. Proven ability to lead cross-functional teams and drive operational excellence through data-driven insights and governance frameworks.

Highest-signal resume keywords

Enterprise SaaS ExperienceCustomer Service AutomationGovernance FrameworksStakeholder ManagementCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service KPIsService SLAsOperational StandardizationDigital Customer EngagementVoice Customer Engagement

Soft Skills

Executive CommunicationInfluencing Without AuthorityHigh-Pressure Problem Solving

Industry Keywords

Managed ServicesCustomer OperationsOperational TransformationHigh-Value Enterprise AccountsARR Exposure

About the role

Key responsibilities & impact

Own and evolve the managed services delivery model for enterprise customers
Establish robust governance frameworks, service operating models, and delivery cadences
Define and govern service KPIs and SLAs
Drive continuous service improvement through insights, automation, and operational standardization
Ensure consistent execution across regional and global delivery teams
Drive initiatives focused on customer service automation
Partner with Product and Engineering to enhance digital and voice customer engagement platforms
Manage relationships with large enterprise customers, acting as a trusted advisor during critical moments
Act as the Directly Responsible Individual (DRI) for complex, cross-functional service delivery programs

Requirements

What you’ll need

10-12+ years of experience in enterprise SaaS environments
Proven track record of managing high-value enterprise accounts with large ARR exposure
Strong experience leading global, cross-functional teams in a managed services or customer operations environment
Deep understanding of customer service operations, including digital and voice ecosystems
Experience driving customer service automation and operational transformation initiatives
Exceptional ability to operate in high-pressure, high-ambiguity situations, influencing without authority
Strong executive communication and stakeholder management skills
Data-driven mindset with a focus on operational excellence and measurable outcomes
Technically fluent, with the ability to simplify complex systems into business-relevant insights

Benefits

Comp & perks

healthcare coverage in countries where applicable
paid time off to recharge and spend time with loved ones
open Mentoring Program designed to create meaningful connections that support growth