Senior Manager - Process Excellence

Job description

Role purpose LeadSquared is scaling its Professional Services organisation, and onboarding quality is the single biggest driver of customer time-to-value and long-term retention. The Senior Manager – Process Excellence will build and lead the Process Excellence team that keeps every implementation fast, consistent and excellent. This is a builder’s role: you will own the quality and testing discipline, create the enablement and champion network across LeadSquared and our customers, codify how we work into living SOPs, maintain a best-in-class training library, and ensure Professional Services is ready to deliver every new product from day one of launch. Core responsibilities 1 Quality & Testing • Define and own the quality framework and “definition of done” for all onboarding and implementation deliverables — configurations, integrations, dashboards and reports. • Establish a structured testing / QA discipline: pre-go-live checklists, UAT support, quality gates, defect logging and root-cause analysis. • Audit live and completed implementations against standards; publish quality scores and drive corrective and preventive actions. • Partner with delivery leads to raise first-time-right rates and reduce post-go-live escalations. 2 Training & building champions (internal and customer) • Design and run the enablement and certification program for PS consultants, engagement and implementation managers. • Identify and develop business champions and cross-team champions inside LeadSquared (Sales, Customer Success, Support, Product) to embed best practice across the org. • Build customer-side champions and super-users who drive adoption and self-sufficiency within the customer organisation. • Facilitate bootcamps, certification cohorts and knowledge-sharing forums. 3 Continuous process improvement & SOPs • Map the end-to-end onboarding and implementation value stream; document, govern and version-control SOPs and playbooks. • Apply Lean / Six Sigma thinking to identify bottlenecks, eliminate rework and reduce cycle time. • Run a continuous-improvement (Kaizen) cadence with clear owners, before/after metrics and adoption tracking. 4 Training documents & enablement materials • Own the central knowledge repository — guides, templates, certification material, video and how-to content. • Keep all enablement content current with every product release and standardise reusable assets across products and verticals. • Measure content coverage, freshness and learner satisfaction, and close the gaps. 5 Go-to-market (GTM) readiness for new products • Partner with the Product organisation to make Professional Services launch-ready for every new product and feature release. • Build GTM enablement: train delivery teams, update SOPs and templates, and create implementation playbooks ahead of GA. • Own a launch-readiness checklist and sign-off, and feed structured field insight back to Product. Who you are — experience & qualifications • 8–12 years in B2B SaaS Professional Services, Customer Onboarding or Implementation, including 3+ years leading process excellence, quality or enablement. • Proven success building QA frameworks, SOPs / playbooks and certification or enablement programs at scale. • Lean / Six Sigma practitioner (Green or Black Belt preferred) with strong process-mapping and continuous-improvement discipline. • Hands-on understanding of CRM / SaaS implementations — configuration, integrations, dashboards / reporting and UAT. • People-leadership experience; able to build and coach a small, high-performing team. • Excellent stakeholder management across Product, CS, Support, Sales and customer leadership. • Outstanding documentation, instructional-design and communication skills. Core competencies Process design & governance · Quality management ·Enablement & instructional design· Program / project management · Data-driven analysis ·Stakeholder influence without authority· Customer-centricity · Bias for action. Preferred / nice to have • Experience in regulated or complex verticals (BFSI, Healthcare, Education). • Familiarity with LMS, knowledge-base and QA tooling. • Certifications: Six Sigma, PMP / PRINCE2, or instructional design. What success looks like in the first 12 months • 90 days — baseline quality and cycle-time; map current onboarding processes; deliver a quick-win audit. • 6 months — QA framework and quality gates live; SOP coverage of core processes; certification v1 launched; GTM readiness process in place. • 12 months — measurable quality lift and cycle-time reduction; a certified, champion-led PS organisation; every product launch PS-ready on day one.