Senior Director Services Excellence
for section headings. Use - for lists. Use
for prose. Remove boilerplate like EEO etc. There's no explicit Pay, Schedule, Benefits? There's a benefits paragraph at end: "We invest in our people: We offer a comprehensive suite of benefits...". That's benefits content, so we should include a Benefits section. No explicit Pay or Schedule, so omit those sections.
We need to preserve all substantive information. Must not invent or summarize away detail. Must not include filler like "commensurate with experience". We'll need to format.
We'll create sections: About the role (maybe from Position Summary?), Responsibilities (What This Leader Will Own subpoints), Requirements (Required Experience), Skills (Requisite Skills And Capabilities), Benefits (benefits paragraph), Success Measures (maybe as its own section?), Target Candidate Profile (maybe as part of Requirements? but we can include as a separate section like "Ideal Candidate". However instruction: use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They gave examples but we can use those headings only if content exists. We can also add other headings? The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It suggests we should use those headings when appropriate. It doesn't forbid other headings, but better to stick to those. We have content that maps: About the role (position summary), Responsibilities (What This Leader Will Own), Requirements (Required Experience), Skills (Requisite Skills And Capabilities), Benefits (benefits). Success Measures maybe could be part of About the role or Responsibilities? But it's a separate section about outcomes after 12 months; could be placed under "About the role" or maybe "Qualifications"? Not exactly. Could treat as "Qualifications"? Not ideal. Could create a separate section "Success Measures" but not in list. However instruction says "Use for section headings (e.g. ...)" meaning those are examples, not exclusive. Safer to include Success Measures as its own heading maybe "Success Measures". Similarly Target Candidate Profile could be "Ideal Candidate". But to be safe, we can incorporate them into existing sections: Success Measures could go under About the role as additional prose. Target Candidate Profile could go under Requirements or Skills. But we risk losing detail if we just embed. However we must preserve all substantive information; we can embed them as paragraphs under appropriate headings.
Let's structure:
About the role
Position Summary ... (the paragraph about building Services Excellence organization). Then also include Success Measures paragraph after? Might be too long but okay.
Responsibilities
- ... each bullet from What This Leader Will Own subheadings (Build the Services Excellence Organization, Services Portfolio Governance, Commercial Governance and Services Economics, Demand, Capacity and Workforce Planning, Delivery Excellence, Business Process Excellence and Transformation, Systems, Automation and Data Governance, Executive Leadership and Change Management). We need to preserve details; we can turn each subheading into a list item with its description.
Requirements
Required Experience paragraph (the list of bullet-like sentences). Could turn into
but it's prose list; we can keep as with sentences.
Skills
Requisite Skills And Capabilities paragraph (list of capabilities). Could turn into
.
Benefits
Benefits paragraph about healthcare, PTO, mentoring program.
We must not include boilerplate like "We focus on our mission..." etc. That's company description; maybe we can include under About the role? It's not about the role but company. Might be considered boilerplate? It's not EEO/legal; it's about Sprinklr mission. Might be considered substantive? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The mission paragraph is not those; it's about company. Could keep as part of About the role? Might be okay.
But we need to preserve ALL substantive information; the mission paragraph is substantive about company. We'll include it maybe in About the role after position summary.
Let's extract text.
Position Summary paragraph: "Sprinklr is creating a new Services Excellence organization to serve as the design authority, governance function, and operating system owner for the global Professional Services business. The Senior Director of Services Excellence will build this organization from the ground up. This leader will define how Services is sold, priced, forecasted, staffed, governed, delivered, measured, and continuously improved across the company. This is not a traditional operations or PMO role. This leader will establish the systems, standards, governance, metrics, and operating rhythms that enable a $100M+ global services organization to scale profitably while improving quality, customer outcomes, and delivery consistency. The successful candidate will be both a builder and operator: capable of creating an operating model from first principles while simultaneously driving adoption, accountability, and measurable business results. Mission: Build and institutionalize the Services operating system that enables predictable growth, scalable delivery, improved margins, and world-class customer outcomes."
We'll keep that.
Then we have "What This Leader Will Own" with subheadings and paragraphs. We'll turn each into list items.
Let's list them:
- Build the Services Excellence Organization
Paragraph: "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."
- Services Portfolio Governance
Paragraph: "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."
- Commercial Governance and Services Economics
Paragraph: "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."
- Demand, Capacity and Workforce Planning
Paragraph: "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."
- Delivery Excellence
Paragraph: "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."
- Business Process Excellence and Transformation
Paragraph: "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."
- Systems, Automation and Data Governance
Paragraph: "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."
- Executive Leadership and Change Management
Paragraph: "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."
Now Required Experience paragraph: "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."
We can keep as
with sentences separated by spaces.
Requisite Skills And Capabilities paragraph: list of capabilities each bolded? In text: "Builder mindset Creates structure where none exists and can operate through ambiguity without waiting for perfect inputs. Systems thinking Sees the connections between portfolio, pricing, staffing, partner usage, delivery quality, systems, reporting, and margin. Commercial judgment Understands how services decisions affect bookings, revenue, margin, customer outcomes, and long-term scalability. Operational rigor Builds repeatable processes, governance, metrics, and accountability mechanisms that teams can actually follow. Data fluency Uses financial, operational, delivery, and pipeline data to diagnose issues and drive decisions. Executive communication Can translate complex operating model issues into crisp recommendations, business cases, and decision asks. Influence without authority Can align regional leaders, finance partners, sales stakeholders, and delivery teams across competing priorities. Change leadership Can move the organization from informal ways of working to disciplined, scalable operating mechanisms. Talent development Can recruit, grow, and lead a high-caliber Services Excellence team with clear ownership and accountability."
We can turn each into
- .
Success Measures paragraph: "After 12 Months 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."
We could include as part of About the role or as separate section "Success Measures". Since we have no heading for it in examples, but we can add
Success Measures
. It's substantive.
Target Candidate Profile paragraph: "The strongest candidate will likely have operated as a Services Transformation leader, Services
for prose. Remove boilerplate like EEO etc. There's no explicit Pay, Schedule, Benefits? There's a benefits paragraph at end: "We invest in our people: We offer a comprehensive suite of benefits...". That's benefits content, so we should include a Benefits section. No explicit Pay or Schedule, so omit those sections. We need to preserve all substantive information. Must not invent or summarize away detail. Must not include filler like "commensurate with experience". We'll need to format. We'll create sections: About the role (maybe from Position Summary?), Responsibilities (What This Leader Will Own subpoints), Requirements (Required Experience), Skills (Requisite Skills And Capabilities), Benefits (benefits paragraph), Success Measures (maybe as its own section?), Target Candidate Profile (maybe as part of Requirements? but we can include as a separate section like "Ideal Candidate". However instruction: use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They gave examples but we can use those headings only if content exists. We can also add other headings? The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It suggests we should use those headings when appropriate. It doesn't forbid other headings, but better to stick to those. We have content that maps: About the role (position summary), Responsibilities (What This Leader Will Own), Requirements (Required Experience), Skills (Requisite Skills And Capabilities), Benefits (benefits). Success Measures maybe could be part of About the role or Responsibilities? But it's a separate section about outcomes after 12 months; could be placed under "About the role" or maybe "Qualifications"? Not exactly. Could treat as "Qualifications"? Not ideal. Could create a separate section "Success Measures" but not in list. However instruction says "Use for section headings (e.g. ...)" meaning those are examples, not exclusive. Safer to include Success Measures as its own heading maybe "Success Measures". Similarly Target Candidate Profile could be "Ideal Candidate". But to be safe, we can incorporate them into existing sections: Success Measures could go under About the role as additional prose. Target Candidate Profile could go under Requirements or Skills. But we risk losing detail if we just embed. However we must preserve all substantive information; we can embed them as paragraphs under appropriate headings.
Let's structure:
About the role
About the role
Position Summary ... (the paragraph about building Services Excellence organization). Then also include Success Measures paragraph after? Might be too long but okay.
Responsibilities
- ... each bullet from What This Leader Will Own subheadings (Build the Services Excellence Organization, Services Portfolio Governance, Commercial Governance and Services Economics, Demand, Capacity and Workforce Planning, Delivery Excellence, Business Process Excellence and Transformation, Systems, Automation and Data Governance, Executive Leadership and Change Management). We need to preserve details; we can turn each subheading into a list item with its description.
Requirements
Required Experience paragraph (the list of bullet-like sentences). Could turn into
- but it's prose list; we can keep as
- .
Success Measures paragraph: "After 12 Months 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."
We could include as part of About the role or as separate section "Success Measures". Since we have no heading for it in examples, but we can add
Success Measures
. It's substantive. Target Candidate Profile paragraph: "The strongest candidate will likely have operated as a Services Transformation leader, Services
with sentences.
Skills
Requisite Skills And Capabilities paragraph (list of capabilities). Could turn into
- .
Benefits
Benefits paragraph about healthcare, PTO, mentoring program. We must not include boilerplate like "We focus on our mission..." etc. That's company description; maybe we can include under About the role? It's not about the role but company. Might be considered boilerplate? It's not EEO/legal; it's about Sprinklr mission. Might be considered substantive? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The mission paragraph is not those; it's about company. Could keep as part of About the role? Might be okay. But we need to preserve ALL substantive information; the mission paragraph is substantive about company. We'll include it maybe in About the role after position summary. Let's extract text. Position Summary paragraph: "Sprinklr is creating a new Services Excellence organization to serve as the design authority, governance function, and operating system owner for the global Professional Services business. The Senior Director of Services Excellence will build this organization from the ground up. This leader will define how Services is sold, priced, forecasted, staffed, governed, delivered, measured, and continuously improved across the company. This is not a traditional operations or PMO role. This leader will establish the systems, standards, governance, metrics, and operating rhythms that enable a $100M+ global services organization to scale profitably while improving quality, customer outcomes, and delivery consistency. The successful candidate will be both a builder and operator: capable of creating an operating model from first principles while simultaneously driving adoption, accountability, and measurable business results. Mission: Build and institutionalize the Services operating system that enables predictable growth, scalable delivery, improved margins, and world-class customer outcomes." We'll keep that. Then we have "What This Leader Will Own" with subheadings and paragraphs. We'll turn each into list items. Let's list them: - Build the Services Excellence Organization Paragraph: "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." - Services Portfolio Governance Paragraph: "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." - Commercial Governance and Services Economics Paragraph: "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." - Demand, Capacity and Workforce Planning Paragraph: "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." - Delivery Excellence Paragraph: "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." - Business Process Excellence and Transformation Paragraph: "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." - Systems, Automation and Data Governance Paragraph: "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." - Executive Leadership and Change Management Paragraph: "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." Now Required Experience paragraph: "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." We can keep as
with sentences separated by spaces. Requisite Skills And Capabilities paragraph: list of capabilities each bolded? In text: "Builder mindset Creates structure where none exists and can operate through ambiguity without waiting for perfect inputs. Systems thinking Sees the connections between portfolio, pricing, staffing, partner usage, delivery quality, systems, reporting, and margin. Commercial judgment Understands how services decisions affect bookings, revenue, margin, customer outcomes, and long-term scalability. Operational rigor Builds repeatable processes, governance, metrics, and accountability mechanisms that teams can actually follow. Data fluency Uses financial, operational, delivery, and pipeline data to diagnose issues and drive decisions. Executive communication Can translate complex operating model issues into crisp recommendations, business cases, and decision asks. Influence without authority Can align regional leaders, finance partners, sales stakeholders, and delivery teams across competing priorities. Change leadership Can move the organization from informal ways of working to disciplined, scalable operating mechanisms. Talent development Can recruit, grow, and lead a high-caliber Services Excellence team with clear ownership and accountability." We can turn each into
- .
Success Measures paragraph: "After 12 Months 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."
We could include as part of About the role or as separate section "Success Measures". Since we have no heading for it in examples, but we can add