Senior Director Services Excellence
Sprinklr
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Job summary
Sprinklr is seeking a Senior Director of Services Excellence to build and scale a global operating system for Professional Services. This leader will define standards, governance, and metrics to enable a $100M+ services organization to grow with profitability and high-quality outcomes.
You will design the governance, staffing, pricing controls, and delivery models, partnering with Sales, Delivery, and Finance to drive margin and utilization improvements while leading from the ground up with a
Qualifications
- 12+ years of progressive leadership experience across professional services, consulting, customer success operations, business transformation, strategy, operations, or services excellence.
- Significant experience operating in a global software, SaaS, consulting, or technology services organization.
- Proven track record building teams, operating models, transformation offices, or Centers of Excellence from the ground up.
- Deep understanding of professional services economics, including utilization, realization, gross margin, pricing, discounting, forecasting, capacity planning, revenue timing, and partner management.
- Experience owning cross-functional transformation initiatives with measurable operational and financial outcomes.
- Experience developing governance models, decision rights, operating cadences, executive reporting, and performance scorecards.
- Experience partnering with Sales, Finance, Services Delivery, Product, Revenue Operations, Customer Success, and executive leadership.
Responsibilities
- Build and stand up the Services Excellence organization from inception, including structure, governance, and metrics.
- Define portfolio governance to make offerings commercially viable and scalable.
- Own services deal governance, pricing controls, margin reporting, and profitability analytics.
- Develop integrated demand and capacity planning models connecting pipeline to staffing and delivery.
- Define global delivery standards, playbooks, and escalation processes to reduce risk and margin leakage.
- Redesign end-to-end Services processes and establish ownership, RACI, and escalation paths.
- Own PSA, workflow, reporting, automation, and analytics platform requirements and prioritization.
Skills
Tools
Job description
United States - Texas - Austin
United States - Oregon - Remote
United States - New York - Remote
United States - New Jersey - Remote
United States - New Hampshire - Remote
United States - Michigan - Remote
United States - Massachusetts - Remote
United States - Maine - Remote
United States - Illinois - Remote
United States - Connecticut Metro Area - Remote
United States - Georgia - Remote
United States - Florida - Remote
United States - Texas - Remote
United States - Colorado - Remote
United States - Tennesee - Remote
United States - Rhode Island - Remote
United States - Pennsylvania - Remote
Full time
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.
Sprinklr is creating a new Services Excellence organization to serve as the design authority, governance function, and operating system owner for the global Professional Services business.
The Senior Director of Services Excellence will build this organization from the ground up. This leader will define how Services is sold, priced, forecasted, staffed, governed, delivered, measured, and continuously improved across the company.
This is not a traditional operations or PMO role. This leader will establish the systems, standards, governance, metrics, and operating rhythms that enable a $100M+ global services organization to scale profitably while improving quality, customer outcomes, and delivery consistency.
The successful candidate will be both a builder and operator: capable of creating an operating model from first principles while simultaneously driving adoption, accountability, and measurable business results.
- Design and stand up the Services Excellence function from inception.
- Define the organization structure, charter, responsibilities, operating rhythm, governance forums, and success metrics.
- Recruit, develop, and lead a team spanning portfolio management, commercial governance, demand planning, workforce planning, delivery excellence, and business process excellence.
- Establish Services Excellence as the long-term owner of standards, guardrails, methodologies, metrics, process governance, QA, and continuous improvement.
- Define and manage the global services portfolio architecture, including offerings, packages, SKUs, rate cards, delivery models, and lifecycle ownership.
- Rationalize the portfolio so Sales can consume it, Delivery can execute it, and Finance can measure it.
- Establish portfolio governance mechanisms that ensure each offering is commercially viable, scalable, repeatable, and aligned to margin expectations.
- Partner with Sales and Delivery leadership to improve portfolio adoption, packaging, enablement, and reporting.
- Own services deal governance frameworks, including approval rules, pricing controls, margin gates, and exception management.
- Partner with Finance, Revenue Operations, Deal Desk, and Sales to align cost basis, pricing methodology, discounting controls, and margin reporting.
- Drive adoption of standardized fully burdened cost models and profitability analytics.
- Identify and execute opportunities to improve gross margin, realization, utilization, partner spend efficiency, and overall services economics.
- Establish integrated demand forecasting that connects pipeline, bookings, revenue timing, staffing, capacity, and delivery needs.
- Build workforce planning models that determine where to hire, redeploy, cross-train, or use partners.
- Develop forward-looking capacity views by geography, service line, role, skill, and delivery model.
- Help leadership move from reactive staffing decisions to proactive capacity planning.
- Define global delivery standards, methodologies, quality frameworks, delivery governance, and operational runbooks.
- Create repeatable playbooks that convert customer and project learnings into institutional knowledge.
- Partner with regional delivery leaders to reduce project risk, delivery inconsistency, escalations, poor system hygiene, and margin leakage.
- Establish operating reviews across project health, customer outcomes, utilization, productivity, and delivery quality.
- Redesign and optimize end-to-end Services processes across the customer lifecycle.
- Establish process ownership, decision rights, RACI models, and escalation paths across Services, Sales, Finance, Partner Operations, and Customer Success.
- Lead major transformation initiatives across operating model design, organizational structure, systems, reporting, governance, and change adoption.
- Create accountability through transformation roadmaps, scorecards, milestones, and executive inspection cadences.
- Own Services requirements and prioritization for PSA, workflow, reporting, automation, and analytics platforms.
- Ensure systems support the operating model rather than allowing tools to dictate processes.
- Build executive reporting standards, data hygiene rules, scorecards, and operating dashboards.
- Partner with BI, Finance, RevOps, and Operations to ensure trusted data across portfolio, delivery, staffing, financial, and operational reporting.
- Act as a trusted advisor to the Services leadership team on operating model, economics, governance, and transformation priorities.
- Influence senior stakeholders across Services, Sales, Finance, Product, Customer Success, and global delivery teams.
- Translate executive vision into practical operating mechanisms that teams can adopt.
- Drive change management with direct communication, strong stakeholder engagement, and clear decision-making discipline.
- 12+ years of progressive leadership experience across professional services, consulting, customer success operations, business transformation, strategy, operations, or services excellence.
- Significant experienceoperating in a global software, SaaS, consulting, or technology services organization.
- Proven track record building teams, operating models, transformation offices, or Centers of Excellence from the ground up.
- Deep understanding of professionalservices economics, including utilization, realization, gross margin, pricing, discounting, forecasting, capacity planning, revenue timing, and partner management.
- Experience owning cross-functional transformation initiatives with measurable operational and financial outcomes.
- Experience developing governance models, decision rights, operating cadences, executive reporting, and performance scorecards.
- Experience partnering with Sales, Finance, Services Delivery, Product, Revenue Operations, Customer Success, and executive leadership.
Creates structure where none exists and can operate through ambiguity without waiting for perfect inputs.
Sees the connections between portfolio, pricing, staffing, partner usage, delivery quality, systems, reporting, and margin.
Understands how services decisions affect bookings, revenue, margin, customer outcomes, and long-term scalability.
Builds repeatable processes, governance, metrics, and accountability mechanisms that teams can actually follow.
Uses financial, operational, delivery, and pipeline data to diagnose issues and drive decisions.
Can translate complex operating model issues into crisp recommendations, business cases, and decision asks.
Can align regional leaders, finance partners, sales stakeholders, and delivery teams across competing priorities.
Can move the organization from informal ways of working to disciplined, scalable operating mechanisms.
Can recruit, grow, and lead a high-caliber Services Excellence team with clear ownership and accountability.
- Services Excellence organization stood up with clear charter, team design, governance, and executive sponsorship.
- Portfolio and commercial governance operating with defined standards, margin thresholds, approval gates, and exception management.
- Integrated demand-to-capacity planning model established across pipeline, bookings, staffing, partner usage, and delivery capacity.
- Global delivery standards, runbooks, quality reviews, and project health governance embedded into routine operations.
- Clear ownership model and decision rights established across Services Excellence, Services Operations, Partner Operations, Regional VPs, Finance, and Sales Operations.
- Improved margin visibility, forecast accuracy, operating discipline, system hygiene, process adoption, and delivery consistency.
- Services Excellence recognized as the permanent owner of the Services operating system and transformation roadmap.
The strongest candidate will likely have operated as a Services Transformation leader, Services Operations executive, Professional Services Excellence leader, Consulting COO, Transformation Office leader, or senior strategy and operations leader inside a scaled software, SaaS, consulting, or technology services environment.
This person should not be a pure PMO leader or a pure delivery leader. The role requires someone who can design the operating model, build the organization, influence senior stakeholders, understand the economics, and drive measurable execution across a global services business.
In practical terms, this is a mini-COO role for Services: part strategist, part operator, part transformation leader, and part governance owner.
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.
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 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 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.
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.
$195,000 - $325,000
The base salary range for this role is shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan, and/or equity plan, depending on role.
US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.
We’re excited that you’re interested in joining Sprinklr!
Here at Sprinklr, we’re on a mission to help every organization on the planet create unified experiences that make customers happier. That customer obsession mirrors our commitment to our own people — to treating them like family, and to sharing a culture that reflects our values.
Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 employment opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
See Sprinklr's EEO Policy and Equal Employment Opportunity is the Law notice.
Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.
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