Program Manager- CCaaS

We are seeking a highly skilled and experienced Global Program Manager to lead the large-scale, complex global rollout of Sprinklr SaaS CCaaS products. The ideal candidate will have a proven track record in managing global programs, excellent leadership skills, and the ability to drive cross-functional teams towards successful project delivery.

Key Responsibilities:

• Program Leadership: Oversee the planning, execution, and delivery of the global rollout of Sprinklr SaaS CCaaS products, ensuring alignment with strategic objectives.
• Stakeholder Management: Engage with key stakeholders, including senior management, clients, and cross-functional teams, to ensure clear communication and alignment on program goals and progress.
• Resource Management: Allocate , coordinate and manage resources across different regions and functions effectively to ensure timely delivery of program milestones.
• Risk Management: Identify, assess, and mitigate risks associated with the program to ensure smooth execution.
• Performance Tracking: Monitor program performance using appropriate systems, tools, and techniques; report on progress, issues, and risks to stakeholders.
• Continuous Improvement: Implement best practices and continuous improvement initiatives to enhance program efficiency and effectiveness.
• Compliance: Ensure all program activities comply with relevant regulations, standards, and organizational policies.
• Financial Management: Manage program budgets, monitor expenditures, and ensure financial targets are met.
• Mentorship : Supervise and mentor program teams, providing guidance and support to ensure project success.

Experience and Qualifications:

• Education: Bachelors degree in business administration , Project Management, Information Technology, or a related field is preferred.
• Experience: Minimum of 7-10 years of experience in program management, with at least 5 years managing large-scale, global programs.
• Certifications: PMP, PMI-ACP, or equivalent program management certification is highly desirable.
• Technical Skills: Strong understanding of SaaS and CCaaS products technology . (Salesforce, ServiceNow, Avaya, Cisco, Genysis etc)
• Leadership Skills: Proven ability to lead and motivate cross-functional teams in a global, matrixed environment.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely to various audiences.
• Analytical Skills: Strong problem-solving and analytical skills, with the ability to make data-driven decisions.
• Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
• Negotiation Conflict Management: Experience in negotiation and conflict resolution to manage stakeholder expectations and drive consensus.

Key Performance Indicators (KPIs):

• On-Time Delivery: Percentage of program milestones delivered on or before the scheduled date.
• Budget Adherence: Percentage of program budget adherence, ensuring costs do not exceed allocated budget.
• Stakeholder Satisfaction: Stakeholder satisfaction scores based on feedback from clients, senior management, and team members.
• Risk Mitigation: Number of identified risks successfully mitigated or managed without impacting program delivery.
• Resource Utilization: Efficiency of resource allocation and utilization, ensuring optimal use of available resources.
• Quality of Deliverables: Quality assessment scores of program deliverables, ensuring they meet or exceed defined standards.
• Team Performance: Performance metrics for cross-functional teams, including productivity and collaboration effectiveness.
• Continuous Improvement: Implementation of process improvements and best practices, measured by the number of initiatives successfully adopted.

Desired Soft Skills:

• Emotional Intelligence: Ability to understand and manage your own emotions, and those of others, to foster a positive work environment.
• Collaboration: Strong team player with the ability to work effectively with diverse teams across different geographies.
• Conflict Resolution: Skilled in resolving conflicts and negotiating win-win solutions.
• Time Management: Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Critical Thinking: Ability to think critically and creatively to solve complex problems.
• Resilience: Ability to remain calm and focused under pressure, and to bounce back from setbacks.
• Cultural Sensitivity: Awareness and respect for cultural differences, with the ability to work effectively in a global context.