À propos de ce poste Process Architect, Professional Services chez Blackbaud
Process Architect, Professional Services
Executive Summary
Blackbaud is seeking a Process Architect to design, standardize, and continuously improve end-to-end delivery processes across Professional Services. This role will strengthen operating models, clarify process flows, and define ownership structures that enable scalable, consistent, and high-quality service delivery across our global workforce. The Process Architect will partner across teams to improve efficiency, reduce complexity, and protect the customer experience as the organization evolves.
Role Summary
The Process Architect is responsible for improving how Professional Services work gets planned, routed, delivered, and supported across teams. This role focuses on simplifying processes, clarifying how work moves through the organization, and helping teams adopt consistent practices that improve efficiency, collaboration, and customer experience.
Operating Model & Process Design
Define end-to-end service delivery processes across implementation, optimization, and managed services
Create standardized workflow playbooks and process maps
Establish clear handoffs across teams
Front Office vs Back Office Segmentation
Define responsibilities between customer-facing and non-customer-facing roles
Eliminate role duplication and ambiguity
Partner with leadership to evolve role definitions
Global Workforce Enablement
Identify work suitable for different global teams
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.
