Senior Technical Program Manager
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
Experience:4-6 years in technical program management, including at least 3 years on engineering-adjacent or AI/ML programs
Team: PMO, within the CTOorganisation
Job Location: Gurgaon (On-site)
About this Role
You will run large, cross-functional technicalprogramsend to end. You will also help changehow this PMO works- building agent-assisted workflows that replace manual reporting, coordination, and governance effort for the entire team, not just for yourself.
We are not looking for someone who has used an AI assistant to draft status updates. We are looking for someone who has built something with these tools that other people can use.
WhatYou’llDo - PROGRAM DELIVERY
Drive multiple large-scale technical programs, working cross-functionally with Product Management, Design, Software Engineering, Business Operations, and external partners to guarantee smooth and efficient delivery.
Serve as the single point of contact for delivery across the SDLC, bringing the right balance of technical depth, program managementrigour, and product judgement.
Track complex programs and communicate status, risk, and trade-offs clearly to technical teams, non-technical stakeholders, and senior leadership.
Define and implement cross-team processes that improve delivery efficiency - and define the metrics that prove whether theyworked, driving adoption acrossorganisations.
Manage stakeholders across functions by setting expectations, holding them, and providing frequent, credible program updates.
Handle multiple competing and shifting priorities in a fast-paced environment.
Partner with Data Science, Engineering, and Product to deliver scalable AI-powered solutions -aligning ondata readiness, model performance criteria, and deployment timelines.
Lead AI/ML initiatives across the full lifecycle, from problem definition through model development, deployment, and monitoring.
BringMLOpsdiscipline to AI program delivery, including governance around model performance, risk, bias, and compliance.
How you'll work - AGENTIC DELIVERY OPERATIONS
Build shared context, not personal prompts. Author andmaintainthe PMO's shared context assets - portfolio structure, governance conventions, reporting standards, escalation paths - so that agent output is consistent across the team rather than dependent on who is asking.
Turn recurring PMO work into reusable, versioned capability. Package repeated workflows - status rollups, RAID reviews, steering-committee packs, dependency analysis - as shared skills and agents that the whole PMO uses and improves,maintainedin Git like any other engineering asset.
Connect agents to systems of record. Work with Platform and Security to wire agent access to Jira, self-hosted GitLab, SharePoint/OneDrive, and Office - and define where write access is and is notappropriate.
Automate the reporting cadence, thenretirethe manual version. Stand up recurring, unattended analyses that deliver into the PMO's channels. Success here is measured by manual processes decommissioned, not by tools adopted.
Own quality and judgement on agent output. Design the human-in-the-loop checkpoints: what must be reviewed before it reaches an executive, how a confidently wrong rollup gets caught, and where automation should be declined outright.
Raise the team's ceiling, not just your own. Coach other program managers, review their contributions to the shared library, and hold the quality bar as it grows.
What makes you qualified?
Must Have:
4+ years in technical program management or TPM/PMO leadership on engineering-heavy programs, with demonstrable ownership of portfolio-level delivery -notsingle-project coordination.
Evidence you have built something with AI tooling that other people used - an automation, a shared workflow, a reusabletemplateor agent. Personal productivity gains alone do not meet this bar. Be ready to walk us through what you built, who used it, and what it replaced.
Working fluency with agentic AI tooling (Claude, Claude Code, Microsoft Copilot, or equivalent): prompt and context engineering, tool and connector configuration, and a realistic understanding of where these systems fail.
Comfort with Git and markdown-based workflows. You do not need to write production code. You do need to version a file, open a pull request, and read a script well enough to know what it does.
Technical literacy sufficient to hold your own with senior engineers on architecture, dependencies, anddeliverytrade-offs.
Executive-grade written communication - structured, concise, decision-oriented.
Hands-on experience with Jira and Confluence; familiarity with GitLab or GitHub workflows.
Strong Plus:
You have replaced a recurring manual reporting process with an automatedone, andcan quantify the outcome.
Experience with MCP servers, connector configuration, or scripting (Python or equivalent) for data pulls and light ETL.
Delivery experience on AI/ML programs across the full lifecycle - problem framing through deployment and monitoring.
Experience introducing a new way of working to ascepticalteam, with evidence it stuck after you stopped pushing.
Nice to Have:
Exposure to AI governance frameworks - model risk, bias, or compliance.
Enterprise SaaS or CXM domain background.
PMP,SAFe, or equivalent certification - useful, notrequired. Demonstrated judgement outranks certification for this role.
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.
We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything - and everyone - can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.
We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off - it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.
To learn more about employee benefits by region, click here.
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EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
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