Design transition and ramp plans
Partner with Global leadership to ensure readiness and quality
Process Governance & Quality
Define KPIs including cycle time, quality, and customer impact
Establish governance models across global teams
Lead continuous improvement initiatives
Capacity & Flow Optimization
Design workflows to balance global workloads
Reduce bottlenecks and inefficiencies
Define intake and routing processes
Automation & AI Enablement
Identify repeatable activities and manual handoffs that can be streamlined through automation or AI-supported workflows
Partner with operations, enablement, technology, PMO, RMO and delivery leaders to pilot scalable automation opportunities
Translate process insights into practical AI use cases that improve quality, speed, consistency, and consultant experience
Ensure automation supports customer experience, delivery quality, and responsible adoption practices
Change Management & Adoption
Partner with the PMO to drive adoption of new processes
Partner with enablement for training
Act as liaison between strategy and execution
Required Qualifications
8-12 years in Professional Services, Consulting, or Operations
Experience designing scalable delivery processes
Experience with global delivery models
Strong stakeholder influence and communication abilities
The role is based in Hyderabad and is on a “blended”/afternoon shift (1-10pm IST).
Preferred Qualifications
Experience working with India-based teams
Familiarity with PSA tools
Knowledge of Lean, Six Sigma, or BPM frameworks
Experience in SaaS or nonprofit technology environments
Success Metrics
Successful transition of delivery work to global teams
Improved process consistency
Reduced delivery cycle time
Standardized workflows with reduced escalation points
Balanced utilization across teams
Maintained or improved customer satisfaction
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
