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.
