Senior Director, AI Strategy & Support Innovation

About the Role

Sprinklr is seeking a visionary and results-oriented Senior Director, AI Strategy & Support Innovation to lead the transformation of our Support organization through Artificial Intelligence.

This leader will define and execute the long-term AI strategy for Support, serving as the key connection point between Support, Product, Engineering, Data Science, and business stakeholders. The role is responsible for identifying opportunities where AI can improve customer outcomes, increase operational efficiency, enhance employee productivity, and drive scalable growth across the organization.

The ideal candidate combines expertise in Support Operations, Product Strategy, AI-enabled transformation, and executive stakeholder management. They are equally comfortable shaping long-term strategy, influencing product roadmaps, building governance frameworks, and driving organizational adoption of innovative technologies.

This is a highly visible leadership role with direct accountability for the vision, roadmap, governance, adoption, and measurable business impact of AI initiatives across Support.

AI Strategy & Vision

• Define and maintain a multi-year AI strategy and roadmap for the Support organization.
• Identify emerging AI technologies and assess their potential impact on customer experience, operational efficiency, and business outcomes.
• Develop investment and prioritization frameworks to ensure focus on the highest-value opportunities.
• Establish a long-term vision for AI-powered support capabilities, including intelligent automation, agent assistance, self-service,knowledge intelligence, and autonomous support solutions.

Product & Cross-Functional Leadership

• Partner closely with Product, Engineering, Data Science, and Business Operations teams to influence priorities and accelerate AI innovation.
• Translate support challenges and opportunities into scalable AI-powered solutions.
• Serve as an executive-level advocate for Support requirements within broader company AI initiatives.
• Drive alignment between Support's strategic objectives and enterprise AI investments.

Program Execution & Transformation

• Own the Support AI portfolio and ensure strategic initiatives are executed successfully.
• Define business requirements, success criteria, adoption strategies, and operational readiness plans.
• Lead change management efforts to drive organizational adoption of AI-enabled tools and workflows.
• Establish repeatable processes for evaluating, piloting, and scaling AI solutions.

Measurement & Business Outcomes

• Define KPIs and success metrics to measure AI effectiveness and organizational impact.
• Develop executive dashboards and reporting frameworks to communicate progress and outcomes.
• Track business value through improvements in productivity, customer satisfaction, case resolution efficiency, quality, and cost-to-serve.
• Build ROI models and investment analyses for AI initiatives.

• Governance & Responsible AI

• Establish governance frameworks that balance innovation, risk management, compliance, and responsible AI practices.
• Partner with Legal, Security, Compliance, and Product teams to ensure AI solutions meet organizational standards.
• Develop policies and best practices for AI deployment, measurement, and continuous improvement.

Required Qualifications

• 10+ years of experience in Support Operations, Product Management, Customer Experience, Business Transformation, AI Strategy, or related leadership functions.
• 5+ years leading cross-functional programs or product initiatives at scale.
• Demonstrated experience defining and executing AI, automation, or digital transformation strategies.
• Strong understanding of customer support operating models, workflows, metrics, and technologies.
• Experience developing business cases, investment strategies, ROI frameworks, and executive-level reporting.
• Proven ability to influence senior executives and drive alignment across multiple organizations.
• Exceptional communication, presentation, and stakeholder management skills.
• Bachelor's degree or equivalent practical experience.

Preferred Qualifications

• Experience working within SaaS, customer support, customer experience, or enterprise software environments.
• Background in Product Management, AI/ML initiatives, Customer Support leadership, or Operations Strategy.
• Experience implementing AI-driven solutions such as:
• Agent Assist
• Generative AI
• Conversational AI
• Intelligent Case Routing
• Knowledge Intelligence
• Workflow Automation
• Digital Self-Service
• Familiarity with AI governance, responsible AI principles, and enterprise AI adoption frameworks.
• MBA or advanced technical degree preferred.

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 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.