Senior Director, AI Strategy & Support Innovation at Sprinklr in Haryana

Job description

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 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 organization