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 d rive 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.