Senior Vice President, Product Management- Sprinklr Service

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 with deep 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 Marke