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Director of Process Engineering
4 weeks ago
As Director – Process Engineering & Quality Assurance, you will be responsible for setting the strategic vision, frameworks, and operating models for process excellence across the Customer Success value chain, including Product Implementation, Support Operations, and Customer Success Management. This leadership role involves driving maturity in process discipline, ensuring global standards, overseeing internal quality audits, and enabling continuous improvement and automation in operational practices to elevate customer experience and organizational effectiveness.
In this Role, You Will:
- Define and institutionalize process frameworks and quality assurance programs across customer-facing functions.
- Lead and mentor a cross-functional team of process engineers, analysts, and audit specialists.
- Drive adoption of scalable delivery and support processes aligned to SaaS operating models and enterprise standards.
- Establish and oversee internal audit governance and readiness for external assessments
- Advocate for process automation, data-driven decision making, and integration with enterprise tools.
- Align process improvements to business outcomes such as time-to-value, customer satisfaction, and cost efficiency.
- Provide process maturity insights to senior executives, supporting strategic decision-making and transformation initiatives.
- Partner with Product, Engineering, and Delivery leaders to harmonize end-to-end customer processes.
- Work closely with practice groups to ensure ongoing quality compliance and enable continuous audits.
- Drive process automation to improve delivery and support activities, leading to enhanced productivity and efficiency.
- Shape a strong quality culture through training, coaching, and ongoing process capability assessments.
- Benchmark against industry best practices and lead enterprise-wide improvement initiatives.
Mandatory Requirements:
- 15+ years of experience in process engineering, operational excellence, and large-scale program management within enterprise software or SaaS organizations.
- Proven track record of leading and institutionalizing process frameworks across Product Implementation, Support, and Customer Success functions.
- Strong hands-on experience in running and governing customer-facing delivery programs with responsibility for scope, quality, and timelines.
- Demonstrated ability to blend process rigor with real-world execution across cross-functional, global teams in a matrixed setup.
- Deep knowledge of delivery lifecycle management, support operations, and customer success practices, including escalations and customer engagement.
- Experience in driving internal audits, compliance initiatives, and readiness for external certifications (ISO, CMMI, etc.).
- Excellent communication, stakeholder management, and leadership skills with the ability to influence senior leadership and operational teams.
Desirable Skills:
- Certifications in program management and quality frameworks (e.g., PMP, PgMP, ITIL, Lean Six Sigma, ISO Lead Auditor).
- Experience implementing delivery governance models that balance agility with compliance and standardization.
- Exposure to enterprise tools such as JIRA, Confluence, ServiceNow, or similar platforms for delivery tracking and process automation.
- Experience working in a multi-cultural, geographically distributed team environment, including Indian offshore delivery centers.
