Senior Vice President, Product Management- Sprinklr Service
Sprinklr · Remote · Austin +5 · 2mo ago
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
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 withdeep 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.
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 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.
JOB REQ COMPENSATION RANGE
$285,000 - $475,000The 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.
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