Senior manager - Process Excellence

Job description

**Group Company:** LeadSquared (MarketXpander Services Pvt. Ltd.) **Designation:** Senior Manager ? Process Excellence **Office Location:** Bengaluru, India (Hybrid) **Position Description:** 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: owning the quality and testing discipline, creating the enablement and champion network across LeadSquared and customers, codifying working practices into living SOPs, maintaining a best-in-class training library, and ensuring Professional Services is ready to deliver every new product from day one of launch. **Primary Responsibilities:** 1. Quality Testing ? Define and own the quality framework and "definition of done" for all onboarding and implementation deliverables (configurations, integrations, dashboards, reports). Establish a structured 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 ? Design and run the enablement and certification program for PS consultants, engagement and implementation managers. Identify and develop business and cross-team champions (Sales, CS, Support, Product) and customer-side champions/super-users. 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 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. Measure content coverage, freshness and learner satisfaction. 5. GTM Readiness for New Products ? Partner with Product 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. **Additional Responsibilities:** Feed structured field insight back to Product; standardise reusable assets across products and verticals; close enablement gaps identified through learner satisfaction data. **Reporting Team** - **Reporting Designation:** Head of Professional Services / VP ? Customer Experience - **Reporting Department:** Professional Services ? Process Excellence **Educational Qualifications Preferred** - **Category:** Full-time - **Field Specialization:** Business Administration, Operations Management, Instructional Design, or related field - **Degree:** Bachelor's degree (MBA or equivalent postgraduate preferred) **Required Certification/s:** Lean / Six Sigma Green Belt or Black Belt (preferred); PMP / PRINCE2 or instructional design certification (nice to have) **Required Training/s:** Lean / Six Sigma methodology; QA frameworks; instructional design; SaaS implementation practices **Required Work Experience** - **Industry:** B2B SaaS / Professional Services / Customer Onboarding Implementation - **Role:** Process Excellence, Quality, or Enablement leadership within Professional Services or Implementation functions - **Years of Experience:** 8?12 years overall, including 3+ years in a process excellence, quality, or enablement leadership role **Key Performance Indicators:** - Implementation quality / audit score ? 90% - First-time-right rate (go-live readiness) ? 85% - Post-go-live defect / escalation rate ? 40% YoY - Average time-to-go-live (cycle time) ? 25% - Rework / avoidable effort ? 30% - PS consultant certification rate ? 90% - Internal cross-team champions enabled ? 20 - Customer champions per strategic onboarding: 1?2 - SOP coverage of core processes / adherence: 100% / ? 95% - Training content refreshed within 2 weeks of GA: 100% - New-product PS readiness sign-off before GA: 100% **Required Competencies:** Process design governance ? Quality management ? Enablement instructional design ? Program / project management ? Data-driven analysis ? Stakeholder influence without authority ? Customer-centricity ? Bias for action ? People leadership **Required Knowledge:** QA framework design; Lean / Six Sigma principles; SaaS CRM implementation (configuration, integrations, dashboards, UAT); instructional design; SOPs and playbook development; GTM readiness processes; LMS and knowledge-base tooling (preferred) **Required Skills:** Building and scaling QA frameworks; SOP documentation and governance; certification and enablement program design; stakeholder management across cross-functional teams (Product, CS, Sales, Support); outstanding documentation and communication; process mapping and continuous improvement **Work Environment Details:** Bengaluru/Mumbai Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.