Senior Director – Services Excellence

🔥 2 minutes ago

⛰️ Colorado, Connecticut, +14 more states – Remote

⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🦞 Maine – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 Oregon – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote 🍑 Georgia – Remote

💵 $195k - $325k / year

⏰ Full Time

🟠 Senior

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Sprinklr

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Sprinklr is a leading provider of enterprise software for customer experience management. It offers a unified platform that integrates various digital and social channels to optimize customer engagement and marketing efforts. Key products include Sprinklr Service, Sprinklr Social, Sprinklr Insights, and Sprinklr Marketing, focusing on enhancing customer service, social media interactions, and marketing campaigns. The platform leverages AI technology to provide real-time insights, streamline workflows, and improve productivity. Trusted by some of the world's most valuable brands, Sprinklr aims to deliver consistent and exceptional customer experiences across all touchpoints.

📋 Description

• 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 • Own global services portfolio architecture, including offerings, packages, SKUs, rate cards, delivery models, and lifecycle ownership • Establish services deal governance frameworks, pricing controls, margin gates, and exception management • Drive standardized cost models, profitability analytics, gross-margin improvement, realization, utilization, partner-spend efficiency, and services economics • Establish integrated demand forecasting and workforce planning models • Develop capacity views by geography, service line, role, skill, and delivery model • Define global delivery standards, methodologies, quality frameworks, operational runbooks, and repeatable playbooks • Partner with regional delivery leaders to reduce project risk, delivery inconsistency, escalations, poor system hygiene, and margin leakage • Redesign and optimize end-to-end Services processes across the customer lifecycle • Lead transformation initiatives involving operating model design, organizational structure, systems, reporting, governance, and change adoption • Own Services requirements and prioritization for PSA, workflow, reporting, automation, and analytics platforms • Build executive reporting standards, data hygiene rules, scorecards, and operating dashboards • Advise Services leadership on operating model, economics, governance, and transformation priorities • Influence senior stakeholders across Services, Sales, Finance, Product, Customer Success, and global delivery teams • Drive change management, adoption, accountability, and measurable business results

🎯 Requirements

• 12+ years of progressive leadership experience across professional services, consulting, customer success operations, business transformation, strategy, operations, or services excellence • Significant experience 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 • Builder mindset • Systems thinking • Commercial judgment • Operational rigor • Data fluency • Executive communication • Influence without authority • Change leadership • Talent development

🏖️ Benefits

• Voluntary healthcare coverage for employees and families where applicable • Paid time off • Open Mentoring Program • 401k plan with 100% vested company contributions • Flexible paid time off • Holidays • Generous caregiver and parental leaves • Life and disability insurance • Medical, dental, vision, and prescription drug coverage • Discretionary bonus plan, commission plan, and/or equity plan may be available depending on role

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