Program Manager – CCaaS / SaaS

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Role Description

Meet our Professional Services Team! Successful value-driven Sprinklr implementations start with us. We’re looking for an experienced Global Program Manager to help provide premium services to our global customer base. As a member of our team, you’ll support customers through the initial stages of their Sprinklr journey and work with a team of passionate internal consultants, solutions designers, analytics experts, as well as sales and service delivery leaders to make it happen.

We are seeking a highly skilled and experienced Global Program Manager to lead the large-scale, complex global rollout of Sprinklr SaaS & CCaaS products. The ideal candidate will have a proven track record in managing global programs, excellent leadership skills, and the ability to drive cross-functional teams towards successful project delivery.

• Program Leadership: Oversee the planning, execution, and delivery of the global rollout of Sprinklr SaaS & CCaaS products, ensuring alignment with strategic objectives.
• Stakeholder Management: Engage with key stakeholders, including senior management, clients, and cross-functional teams, to ensure clear communication and alignment on program goals and progress.
• Resource Management: Allocate, coordinate and manage resources across different regions and functions effectively to ensure timely delivery of program milestones.
• Risk Management: Identify, assess, and mitigate risks associated with the program to ensure smooth execution.
• Performance Tracking: Monitor program performance using appropriate systems, tools, and techniques; report on progress, issues, and risks to stakeholders.
• Continuous Improvement: Implement best practices and continuous improvement initiatives to enhance program efficiency and effectiveness.
• Compliance: Ensure all program activities comply with relevant regulations, standards, and organizational policies.
• Financial Management: Manage program budgets, monitor expenditures, and ensure financial targets are met.
• Mentorship: Supervise and mentor program teams, providing guidance and support to ensure project success.

Qualifications

• Bachelor's degree in business administration, Project Management, Information Technology, or a related field is preferred.
• Minimum of 7-10 years of experience in program management, with at least 5 years managing large-scale, global programs.
• PMP, PMI-ACP, or equivalent program management certification is highly desirable.
• Strong understanding of SaaS and CCaaS products & technology (Salesforce, ServiceNow, Avaya, Cisco, Genysis etc.).
• Proven ability to lead and motivate cross-functional teams in a global, matrixed environment.
• Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely to various audiences.
• Strong problem-solving and analytical skills, with the ability to make data-driven decisions.
• Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
• Experience in negotiation and conflict resolution to manage stakeholder expectations and drive consensus.

Requirements

• On-Time Delivery: Percentage of program milestones delivered on or before the scheduled date.
• Budget Adherence: Percentage of program budget adherence, ensuring costs do not exceed allocated budget.
• Stakeholder Satisfaction: Stakeholder satisfaction scores based on feedback from clients, senior management, and team members.
• Risk Mitigation: Number of identified risks successfully mitigated or managed without impacting program delivery.
• Resource Utilization: Efficiency of resource allocation and utilization, ensuring optimal use of available resources.
• Quality of Deliverables: Quality assessment scores of program deliverables, ensuring they meet or exceed defined standards.
• Team Performance: Performance metrics for cross-functional teams, including productivity and collaboration effectiveness.
• Continuous Improvement: Implementation of process improvements and best practices, measured by the number of initiatives successfully adopted.

Benefits

• Opportunity to lead a high-impact global program.
• Collaborative and inclusive work environment.
• Competitive salary and benefits package.
• Professional development and growth opportunities.

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