Vice President - Professional Services, Head of Strategy and Operations

Sprinklr•Austin, TX

About The Position

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 The Vice President of Professional Services is a senior executive leader within a global SaaS company, responsible for shaping and executing the overall strategy, driving operational excellence, and serving as Head of Strategy and Operations reporting to the SVP of Professional Services. This dual role requires a seasoned leader who can scale a world-class services organization while acting as a trusted advisor and integrator, ensuring alignment of priorities, communications, and execution across the business. The ideal candidate will bring deep experience in global SaaS/software organizations, with a proven ability to drive process discipline, establish metrics, and lead transformative change.

Requirements

15+ years of experience in professional services, consulting, or related leadership roles, with significant tenure in global SaaS or software companies.
Proven track record of building and scaling service organizations in fast-paced, subscription-based environments.
Strong background in strategy development, operational management, and executive leadership.
Demonstrated expertise in process design, metrics-driven management, and leading organizational change.
Experience serving as Head of Strategy and Operations or in a role requiring executive-level coordination and influence.
Exceptional communication, negotiation, and stakeholder management skills.

Responsibilities

Strategic Leadership Define and implement the vision and long-term strategy for the Professional Services organization in alignment with SaaS business models.
Partner with the SVP of Professional Services and executive leadership to align services strategy with overall company goals and global expansion priorities.
Identify market trends, customer needs, and competitive dynamics to inform strategic direction.
Operational Excellence Lead day-to-day operations of the Professional Services team, ensuring efficiency, scalability, and quality delivery across global markets.
Establish and monitor KPIs, metrics, and dashboards to track performance and drive continuous improvement.
Lead the development of process excellence operations to ensure cross functional and global consistency of delivery and operational execution.
Build and enforce repeatable processes that support predictable, high-quality service delivery in a SaaS environment.
Head of Strategy Responsibilities Serve as Head of Strategy and Operations to the SVP of Professional Services, ensuring alignment of priorities, initiatives, and communications across the organization.
Drive executive-level reporting, board materials, and strategic communications.
Coordinate cross-functional initiatives, ensuring operational execution matches strategic intent.
Act as a trusted advisor to the SVP, providing insight, structure, and accountability.
Client Engagement & Success Build strong relationships with key stakeholders, ensuring satisfaction and long-term partnerships.
Oversee the design and delivery of service offerings that meet client needs and exceed expectations.
Change Leadership Champion organizational transformation by driving adoption of new processes, tools, and operating models.
Lead change management initiatives to ensure teams embrace innovation and continuous improvement.
Foster a culture of accountability, adaptability, and data-driven decision-making.
Team Leadership & Development Inspire, mentor, and develop a high-performing Professional Services team across multiple geographies.
Recruit and retain top talent, ensuring diversity and inclusion across the organization.
Foster collaboration and innovation across global teams.

Benefits

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.
Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.
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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