Director Process Engineering & Quality Assucance

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About the Role

Director – Process Engineering & Quality Assurance

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 Responsibilities

• Define 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 Skills

• Professional 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.