Senior Director Services Excellence

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.

Sprinklr is creating a new Services Excellence organization to serve as the design authority, governance function, and operating system owner for the global Professional Services business. The Senior Director of Services Excellence will build this organization from the ground up. This leader will define how Services is sold, priced, forecasted, staffed, governed, delivered, measured, and continuously improved across the company. This is not a traditional operations or PMO role.

This leader will establish the systems, standards, governance, metrics, and operating rhythms that enable a $100M+ global services organization to scale profitably while improving quality, customer outcomes, and delivery consistency. The successful candidate will be both a builder and operator: capable of creating an operating model from first principles while simultaneously driving adoption, accountability, and measurable business results.

Mission:
Build and institutionalize the Services operating system that enables predictable growth, scalable delivery, improved margins, and world-class customer outcomes.

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. Establish Services Excellence as the long-term owner of standards, guardrails, methodologies, metrics, process governance, QA, and continuous improvement.

Define and manage the global services portfolio architecture, including offerings, packages, SKUs, rate cards, delivery models, and lifecycle ownership. Rationalize the portfolio so Sales can consume it, Delivery can execute it, and Finance can measure it. Establish portfolio governance mechanisms that ensure each offering is commercially viable, scalable, repeatable, and aligned to margin expectations. Partner with Sales and Delivery leadership to improve portfolio adoption, packaging, enablement, and reporting.

Own services deal governance frameworks, including approval rules, pricing controls, margin gates, and exception management. Partner with Finance, Revenue Operations, Deal Desk, and Sales to align cost basis, pricing methodology, discounting controls, and margin reporting. Drive adoption of standardized fully burdened cost models and profitability analytics. Identify and execute opportunities to improve gross margin, realization, utilization, partner spend efficiency, and overall services economics.

Establish integrated demand forecasting that connects pipeline,…