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Director of Process Engineering
4 weeks ago
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.
