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
- 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.
- 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.
- 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.
- 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.
- 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
