Associate Manager, Machine Learning Services

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

Job Responsibilities 

• Collaborate with Product, Services, Engineering and Data Science teams to build and deliver AI products. 

• Connect with internal and external stakeholders to understand use cases and advise on solutions. 

• Translate complex technical concepts to non-technical stakeholders. 

• Perform and manage tasks daily including but not limited to data annotation, AI quality monitoring, and KPIs monitoring. 

• Assist in training the team on AI-specific configuration, AI model development, delivery processes, and data analysis. 

• Knowledge of office tools like Lucid Charts, Confluence, JIRA, MS Office suite to build organized professional-level documentation. 

• Understand responsibilities and priorities, sense possible pitfalls, and timely discuss them with the team. 

• Assist or co-own escalations, work on high priority incidents, collaborate and delegate tasks within the team to meet resolutions, and establish effective synergy among stakeholders. 

• Develop systems and procedures to ensure quality of delivery. 

• Understand the scope of deliveries and create collaborative delivery plans. 

• Be accountable for service delivery performance, meeting customer expectations, and aiding in driving future demand. 

• Assist in people management, including staff recruitment, performance assessment and training. 

Preferred Qualification 

• Full-time bachelor's or master's degree in either of the following specializations: Management/Engineering/Communication. 

• Overall, 3-5 years of experience in ML project management, AI quality monitoring or similar role. 

• Understanding and knowledge of Agile and Scrum processes, terminologies, and artifacts. 

• Prior experience and background in service delivery, AI quality monitoring, data annotation, KPI monitoring, data management, team management, client communication, vendor management, and documentation. 

• Awareness 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 connects with internal team/clients, and ensure deliveries are checked and tested in prior. 

• Ability to collaborate - working with the 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. 

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
 

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
 

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
 

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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.
 

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.