Overview:
We’re looking for a hands-on, detail-obsessed leader to bring structure, discipline, and consistency across how we design solutions, deliver projects, and support our customers. This role will act as the connective tissue across our solution, development, delivery, and support teams — ensuring we’re not just doing things right, but doing the right things consistently.

If you’re someone who thrives on structure, hates chaos, and loves helping teams raise the bar through clear processes, strong controls, and better ways of working — we want to talk to you.

Key Responsibilities:

Process Excellence

• Identify automation opportunities to improve workflow efficiency and accuracy.
• Define and implement best-practice processes across solutioning, development, delivery, and support functions
• Standardize documentation templates, handoff mechanisms, and review checkpoints
• Establish controls to avoid scope creep, rework, and inconsistent solution delivery
• Facilitate cross-functional workshops to design and implement best practices.

Compliance & Governance

• Develop and enforce compliance frameworks, policies, and SOPs
• Ensure internal teams adhere to defined processes and guardrails
• Run regular audits and post-mortems to identify gaps and improvement areas
• Ensure timely corrective and preventive actions to address non-conformities
• Work closely with leadership to enforce process accountability across teams

Customer Interaction Coaching

• Train team members (especially Business Analysts, Project Managers, and Support teams) on how to communicate clearly and confidently with customers
• Establish communication guidelines and conduct workshops on managing difficult conversations, scoping discussions, and expectation-setting

Risk Management

• Identify potential risks early — whether in solution fit, delivery gaps, or support readiness — and proactively recommend mitigation plans
• Act as a watchdog on solution handovers and customer-facing interactions

Enablement & Evangelism

• Conduct onboarding and periodic training on processes and customer handling
• Champion a culture of continuous improvement and process thinking
• Serve as the point of escalation for “is this the right way to do it?” questions

KPA Responsibilities

• Percentage reduction in process inefficiencies or bottlenecks
• Number of successful compliance audits with zero major findings
• Cost savings achieved through process improvements
• Employee compliance training completion rate.
• Reduction in non-compliance incidents

Ideal Profile:

• Bachelor’s degree in Business Administration, Quality Management, Operations, or a related field (Master’s preferred).
• Minimum 5–8 years’ experience in process improvement, quality management, or compliance roles
• Proven track record in managing cross-functional process improvement projects
• Experience creating or enforcing process across multiple teams/functions
• Strong understanding of solution lifecycle from pre-sales through post-go-live and compliance frameworks (e.g., ISO standards, GDPR, etc.)
• Excellent communicator and trainer — someone who can coach others to level up
• High EQ and backbone — can push back diplomatically and enforce standards without creating resistance
• Excellent analytical, problem-solving, and decision-making skills
• Proficiency in process mapping tools, data analysis software, and reporting dashboards
• Bonus: background in compliance, program management, or customer success in enterprise tech/SaaS/airline domain