Senior Director Services Excellence

• 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 , bookings, revenue timing, staffing, capacity, and delivery needs.

• Build workforce planning models that determine where to hire, redeploy, cross-train, or use partners.

• Develop forward-looking capacity views by geography, service line, role, skill, and delivery model.

• Help leadership move from reactive staffing decisions to proactive capacity planning.

• Define global delivery standards, methodologies, quality frameworks, delivery governance, and operational runbooks.

• Create repeatable playbooks that convert customer and project learnings into institutional knowledge.

• Partner with regional delivery leaders to reduce project risk, delivery inconsistency, escalations, poor system hygiene, and margin leakage.

• Establish operating reviews across project health, customer outcomes, utilization , productivity, and delivery quality.

• Redesign and optimize end-to-end Services processes across the customer lifecycle.

• Establish process ownership, decision rights, RACI models, and escalation paths across Services, Sales, Finance, Partner Operations, and Customer Success.

• Lead major transformation initiatives across operating model design, organizational structure, systems, reporting, governance, and change adoption.

• Create accountability through transformation roadmaps, scorecards, milestones, and executive inspection cadences.

• Own Services requirements and prioritization for PSA, workflow, reporting, automation, and analytics platforms.

• Ensure systems support the operating model rather than allowing tools to dictate processes.

• Build executive reporting standards, data hygiene rules, scorecards, and operating dashboards.

• Partner with BI, Finance, RevOps , and Operations to ensure trusted data across portfolio, delivery, staffing, financial, and operational reporting.

• Act as a trusted advisor to the Services leadership team on operating model, economics, governance, and transformation priorities.

• Influence senior stakeholders across Services, Sales, Finance, Product, Customer Success, and global delivery teams.

• Translate executive vision into practical operating mechanisms that teams can adopt.

• Drive change management with direct communication, strong stakeholder engagement, and clear decision-making discipline.

• 12+ years of progressive leadership experience across professional services, consulting, customer success operations, business transformation, strategy, operations, or services excellence.

• Significant experience operating in a global software, SaaS, consulting, or technology services organization.

• Proven track record building teams, operating models, transformation offices, or Centers of Excellence from the ground up.

• Deep understanding of professional services economics , including utilization , realization, gross margin, pricing, discounting, forecasting, capacity planning, revenue timing, and partner management.

• Experience owning cross-functional transformation initiatives with measurable operational and financial outcomes.

• Experience developing governance models, decision rights, operating cadences, executive reporting, and performance scorecards.

• Experience partnering with Sales, Finance, Services Delivery, Product, Revenue Operations, Customer Success, and executive leadership.

• Services Excellence organization stood up with clear charter, team design, governance, and executive sponsorship.

• Portfolio and commercial governance operating with defined standards, margin thresholds, approval gates, and exception management.

• Integrated demand-to-capacity planning model established across pipeline , bookings, staffing, partner usage, and delivery capacity.

• Global delivery standards, runbooks, quality reviews, and project health governance embedded into routine operations.

• Clear ownership model and decision rights established across Services Excellence, Services Operations, Partner Operations, Regional VPs, Finance, and Sales Operations.

• Improved margin visibility, forecast accuracy, operating discipline, system hygiene, process adoption, and delivery consistency.

• Services Excellence recognized as the permanent owner of the Services operating system and transformation roadmap.

: 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.