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Role Overview

We are seeking a senior, visionary leader to serve as SVP of Product Management for the Sprinklr Service suite. This is a multi-hundred million dollar business growing at double digits, with disproportionate growth driven by AI-native capabilities. Widely seen as a disruptor in the space, the suite has earned leadership recognition in reputed analyst reports across key categories.

This role combines strategic thought leadership, operational excellence, and end-to-end product ownership across a comprehensive portfolio spanning CCaaS, Telephony, Workforce Management, Community, AI Agent Copilot, Contact Center Intelligence, and AI Agents.
You will define the future of AI-powered customer service experiences, bringing innovation directly into the hands of customers while bearing general management responsibilities to deliver durable growth, profitability, and exceptional user outcomes.

What You'll Do

Vision, Strategy & Thought Leadership

• Define, lead and drive the AI-native product strategy and management, partnering with executive leadership to define, build and scale AI-driven products and customer experiences.

• Define and evangelize a bold, differentiated vision for AI-native customer service. Serve as a visible thought leader and evangelist through blogs, podcasts, keynote speaking, and industry engagement.

• Shape multi-year product strategy, grounded in customer needs, market trends, and competitive positioning.

• Partner closely with Analyst Relations to position Sprinklr Service and each module as best-in-class.

• Define and deliver organic and inorganic growth plans through ecosystem partnerships and targeted M&A plays across the CX landscape.

Product Leadership & Execution

• Own the full product lifecycle across the Service suite, including:

• Product definition, roadmap, and delivery with high credibility

• Growth, pricing, and monetization strategy

• Profitability and business performance

• Maintain a high say-do ratio, ensuring consistent, predictable roadmap delivery.

• Drive product decisions grounded in a deep understanding of system architecture, platform scalability, APIs, integrations, and data models.

• Drive an AI-first approach to product innovation, embedding AI deeply into workflows, automation, and user experiences.

• Champion a culture of Operational Excellence:

• Reliability, availability, security, accessibility, and quality beyond industry standards

• Stay proficient about various geographical/industry needs in infra, compliance

• Get hands dirty in creative solutioning to satisfy specific customer segment needs

• Drive rigor in product operations, metrics, and delivery discipline.

• Build scalable processes and systems that enable high-velocity innovation.

AI Transformation & Experience Reimagination

• Lead the infusion of AI across all products, including:

• AI-native user experiences grounded in human-centered design

• AI monetization strategies and packaging

• Intelligent automation across service delivery

• Reimagine CX with AI Agents, Copilots, and intelligence layers that transform how work gets done.

• Lead the industry in AI-related pricing, positioning and monetization approaches

• Spend sufficient time in leading CX AI centers of innovation (e.g., VC forums, consortiums)

Customer Engagement & Market Impact

• Act as a senior customer-facing leader, engaging directly with enterprise customers, partners, and prospects in partnership with the GTM teams.

• Represent the product vision at customer events, User Groups, executive briefings, and industry forums.

• Translate customer insights into actionable product innovation and differentiation.

Cross-Functional Leadership

• Partner deeply across:

• Engineering, Design, Product Marketing

• Solution Consulting / Pre-Sales, Services, Sales

• Ensure alignment from product vision through GTM execution and customer success.

• Enable automation across product delivery and services to scale efficiently.

Team Leadership

• Build and lead a world-class global product management organization.

• Champion AI-native ways of working, embedding them into PM culture and execution.

• Drive high engagement, accountability, and leadership development across the tea

Success Metrics

• Growth: New ARR, expansion, retention, and churn

• Customer Experience: Customer satisfaction, adoption, and measurable business impact

• Product Performance: Profitability, utilization, and feature adoption

• Execution: Roadmap delivery and operational predictability

• People: Team engagement, leadership development, and organizational health

• End-to-End Experience: Seamless, differentiated customer journeys powered by AI

Who You Are & What Makes You Qualified

• Requires minimum of 15+ years product management experience with 10+ years in leadership roles.

• Proven experience leading large-scale, global enterprise SaaS product organizations with deep expertise in customer service / CX platforms (CCaaS preferred)

• Extensive experience in end-to-end product lifecycle management, including engineering and technical leadership.

• Strong track record in AI-driven product transformation and monetization

• Exceptional strategic thinker, innovator and product evangelist with equal strength in operational execution

• Customer-first mindset with a passion for building category-defining products

• Credible external voice with demonstrated thought leadership in the industry

• Expertise in software development methodologies, including Agile and DevOps.

• Excellent problem-solving skills and a strategic mindset to address challenges and opportunities effectively.

• Experience in managing technology budgets, vendor relationships, and resource allocation.

• Outstanding communication and interpersonal skills to lead, collaborate, and influence cross-functional teams and stakeholders.

Leadership Attributes:

• Experience and breadth leading a globally distributed team and a global customer base.

• Creative and intellectually curious, with strong strategic intuition. Inquisitive appetite (and humility) for proactively identifying and aggressively pursuing continuous improvements.

• Solid critical thinker with a proven ability to collaborate with both leadership and teams, demonstrating ability to influence, make sound decisions and drive alignment

• Natural leader with a positive management style, combined with superior communication skills and unwavering ethics and integrity.

• Superior interpersonal skills and executive presence, with an effective ability to quickly establish credibility, trust and support within all levels of the organization.