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 Qualified 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 re