Senior Technical Program Manager

Job description

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 You’ll Do • Own end-to-end execution of CCaaS-wide programs: scoping, milestone planning, dependency and risk tracking, and crisp status reporting to senior leadership • Drive cross-team initiatives spanning product modules, platform and cloud engineering, security, and SRE, including alignment where teams have competing priorities on shared production infrastructure • Run operational cadences: weekly reviews, incident and RCA follow-through, action item closure, launch and rollout readiness • Build lightweight utilities, scripts, and AI agents that pull data from source systems (Jira, cloud billing, monitoring, Git) to automate tracking, dashboards, and reporting • Translate engineering detail into executive-ready narratives: dollar impact, risk, and timelines • Maintain a single source of truth for program state so progress and blockers are visible without anyone having to ask.  What Makes You Qualified? • 3+ years in technical program management, or a mix of engineering and program roles, in cloud infrastructure, platform, or SaaS product environments • Working knowledge of cloud (AWS, Azure, GCP) fundamentals: compute and instance families, autoscaling, storage tiers, and cost levers; able to follow an infra design review or RCA discussion and ask the right questions • Scripting ability (Python or similar) and comfort with APIs; you have built your own tools to collect data or automate reporting, not just configured off-the-shelf dashboards • Strong stakeholder management: a track record of driving outcomes across teams you don't control, including navigating disagreement and escalating with judgment • Structured tracking discipline: dependencies, risks, decisions, and action items don't fall through the cracks on your programs • Clear written communication that works for both engineers and executives • Hands-on exposure to large-scale distributed systems or real-time data infrastructure • Experience running FinOps or cloud cost-optimization programs • Experience applying LLM tooling or agents to workflow automation • Background in contact center, CPaaS, or other real-time communication platforms 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