Director Process Engineering & Quality Assucance

Position Title : Director – Process Engineering & Quality Assurance

Location : Bangalore / Chennai / Cochin / Trivandrum

Reports To : Global Delivery Head

About the RoleWe are seeking a dynamic and experienced Director – Process Engineering & Quality Assurance to lead the strategic design, implementation, and governance of process excellence initiatives across Customer Success, Product Implementation, and Support Operations. This role is pivotal in driving organizational maturity, ensuring adherence to global quality standards, and enabling operational efficiency through continuous improvement and automation.

The ideal candidate will possess deep expertise in process transformation, operational governance, and quality management within enterprise software or SaaS environments, with a proven ability to translate strategy into measurable business outcomes.

• Key ResponsibilitiesDefine and institutionalize process frameworks and quality assurance programs across all 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 with SaaS operating models and enterprise standards.
• Establish and oversee internal audit governance and ensure readiness for external assessments and certifications.
• Champion process automation, analytics-driven decision-making, and integration with enterprise tools and workflows.
• Align process improvement initiatives to business metrics such as time-to-value, customer satisfaction, and cost efficiency.
• Provide process maturity insights to senior executives, supporting transformation initiatives and strategic decision-making.
• Collaborate with Product, Engineering, and Delivery teams to ensure harmonization of end-to-end customer processes.
• Partner with practice groups to ensure quality compliance, continuous audits, and capability assessments.
• Lead process automation programs to enhance productivity, efficiency, and consistency in delivery and support functions.
• Foster a strong quality culture through training, coaching, and continuous process capability improvement.
• Benchmark against industry best practices and lead enterprise-wide improvement and optimization initiatives.
• Mandatory Requirements 15+ years of experience in process engineering, operational excellence, or large-scale program management within enterprise software or SaaS organizations.
• Proven experience in establishing and institutionalizing process frameworks across Product Implementation, Support, and Customer Success functions.
• Strong hands-on experience managing customer-facing delivery programs with responsibility for scope, quality, and timelines.
• Demonstrated ability to combine process rigor with practical execution across global, cross-functional teams in a matrixed organization.
• In-depth understanding of delivery lifecycle management, support operations, and customer success practices, including escalations and engagement governance.
• Experience in internal audits, compliance management, and readiness for external certifications (e.g., ISO, CMMI).
• Excellent communication, leadership, and stakeholder management skills, with the ability to influence across senior leadership and operational levels.
• Desirable SkillsProfessional certifications such as PMP, PgMP, ITIL, Lean Six Sigma, or ISO Lead Auditor.
• Experience in implementing delivery governance models balancing agility, compliance, and standardization.
• Familiarity with enterprise tools such as JIRA, Confluence, ServiceNow, or similar platforms for delivery tracking and process automation.
• Experience working in multi-cultural, geographically distributed teams, including offshore delivery centers.

Skills Required

Servicenow, Compliance Management, Iso, Jira, Itil, Process Engineering, Lean Six Sigma, Confluence, Pmp, Cmmi, Operational Excellence, Internal Audits