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.