Program Manager - Lead

• 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.

• 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.

• 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.

• 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.

• 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.

: 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 Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

• Create a culture of customer obsession, with trust, teamwork, and accountability.