Process Architect, Professional Services

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