Manager II - ML Services

Benefits

Additional Information

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 What will you do: Collaborate with Product Engineers and Data science teams to build and deliver AI products Connect with the internal and external stakeholders to understand use cases and advise on solutions Ability to translate complex technical concepts to non-technical stakeholders Training the team on AI specific configuration, AI model development and delivery process and data analysis An ideal candidate should have proficient knowledge of handling office tools like - Lucid Charts, Confluence, JIRA, MS office suite to build an organized professional-level documentation. Ability to understand responsibilities and priorities, sense possible pitfalls, and timely discuss them with the team Owning escalations, priority incidents, collaborating to meet resolutions, and establishing effective synergy amongst the stakeholders and gathering their reviews Developing system and procedures to ensure quality of delivery Understanding the scope of deliveries and creating collaborative delivery plans. Being accountable for service delivery performance, meeting customer expectations, and aid in driving future demand. Assisting in people management, including staff recruitment, performance assessment, training, and mentoring. What makes you Qualified: Full-time masters degree in either of the following specializations: Management/Engineering/Communication Overall 7+ years of experience in ML project management or similar leadership role. Understanding and knowledge of Agile and Scrum process, terminologies and artefacts Prior experience and background in service delivery, data management, team management, client communication, vendor management and documentation. Working knowledge of ML lifecycle and workflows, from initial client consultation to final deployment. Good written and verbal communication skills - Ability to create training documentation, review project documents for peers, and create custom documentation when required for a client Organizational and Interpersonal skills to keep project goals clear, have timely catch-up with internal team/clients, and ensure deliveries are checked and tested in prior Ability to collaborate - working with the Product manager on setting team goals, planning, and achieving them. Also, present/share newer solutions or ideas for growth and improvements in the team Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery Developing a deep understanding of the projects to gain insights into the scope of service delivery Taking accountability for service delivery performance, meeting customer expectations, and driving future demand Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization Core Skills for Technical Delivery Manager : AI Project/Portfolio Management : Cross-product, Vendor & Budget Management Leadership & Communication : Effective Team and Stakeholder Engagement Insights Generation : Expertise in Power BI for Data-Driven Decisions AI/ML Lifecycle : Managing End-to-End Implementation Client & Stakeholder Management : Building Strong Relationships and Ensuring Satisfaction Operational Efficiencies : Driving Process Improvements and Cost Optimization 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