Program Manager Lead - Community

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 Lead the successful delivery of Sprinklr Community managed services and platform initiatives for enterprise customers by overseeing program governance, stakeholder management, resource planning, delivery execution, and operational excellence. Act as the primary point of accountability for customer engagements while managing consultants, ensuring program success, mitigating risks, and driving long-term customer value realization. What You'll Do • Own end-to-end program and managed services delivery across multiple regions for strategic customer engagements. • Liaise with customer HQ stakeholders to establish the blueprint of the module which helps enable seamless rollout. • Serve as the primary point of contact for customer stakeholders, ensuring strong communication, alignment, and relationship management. • Develop and manage program plans, timelines, milestones, dependencies, budgets, and resource allocations. • Establish governance frameworks including status meetings, steering committees, executive reviews, risk reviews, and service governance forums. • Manage program scope, risks, assumptions, issues, and change requests throughout the engagement lifecycle. • Lead cross-functional coordination across consultants, customer teams, product teams, engineering teams, and third-party vendors. • Oversee day-to-day execution of managed services activities, ensuring SLA adherence and delivery quality. • Track program health, delivery KPIs, customer satisfaction metrics, and operational performance indicators. • Drive proactive risk identification, mitigation planning, escalation management, and issue resolution. • Manage engagement financials including forecasting, resource utilization, effort tracking, and budget management. • Provide leadership, coaching, and delivery oversight for Lead Consultants and Senior Consultants supporting customer accounts. • Support customer growth initiatives by identifying opportunities for service expansion, additional programs, and strategic engagements. • Ensure program documentation, governance artefacts, status reporting, and customer communications are maintained to a high standard. • Lead onboarding, transition, and operational readiness activities for new customers and managed services programs. What Makes You Qualified? • 8-12 years of experience in Program Management, SaaS Platform Implementations, Managed Services Delivery, or Professional Services. • Proven experience managing end-to-end SaaS platform implementation programs and post-implementation managed services engagements. • Strong expertise in program planning, delivery governance, stakeholder management, resource management, and customer engagement. • Experience managing enterprise customers and leading customer-facing delivery programs. • Demonstrated success managing multiple concurrent programs, workstreams, and cross-functional teams. • Hands-on experience with Agile, Waterfall, and Hybrid delivery methodologies. • Strong knowledge of managed services operating models, SLA governance, service reviews, and operational reporting. • Experience managing program budgets, forecasts, utilization plans, and financial performance. • Excellent communication, presentation, negotiation, and executive stakeholder management skills. • Hands-on experience with Jira, Azure DevOps, Smartsheet, Microsoft Project, or similar program management tools. • Strong analytical, problem-solving, prioritization, and decision-making capabilities. Good to Have Skills • Experience with Sprinklr or other enterprise SaaS platforms such as Salesforce, ServiceNow, Zendesk, Genesys, Khoros, Gainsight, Higher Logic, or Enterprise Community solutions. • PMP, PRINCE2, Agile, Scrum Master, SAFe, or equivalent program management certifications. • Experience managing globally distributed teams and offshore delivery models. • Exposure to customer success, digital transformation, customer experience, or community platform programs. • High-level understanding of integrations, APIs, SSO, and enterprise SaaS ecosystems. • Business proficiency in Korean and English. Who You Are • A customer-focused program leader with strong ownership and accountability. • An effective communicator capable of engaging both executive stakeholders and delivery teams. • A collaborative people manager who develops high-performing teams and drives accountability. • A strategic thinker who balances customer satisfaction, delivery excellence, and business objectives. • A proactive problem solver who can effectively manage competing priorities and complex stakeholder environments. What Success Looks Like • Programs and managed services engagements delivered on time, within scope, and within budget. • High customer satisfaction, retention, and stakeholder confidence. • Consistent achievement of SLA, KPI, and governance commitments. • Effective management of consultants, resources, risks, and customer expectations. • Strong delivery predictability, operational excellence, and customer value realization. • Successful identification and conversion of growth, renewal, and expansion opportunities. We focus on our mission : Sprin