We’re looking for a collaborative, customer‑obsessed, and operationally disciplined leader to serve as the Corporate Impact operations leader in India. In this role, you will manage and grow teams across Customer Success, Professional Services, and Support, ensuring high‑quality delivery, consistent customer experience, and tight partnership with global leadership. You’ll help shape how Corporate Impact scales globally, building strong operational foundations, elevating service delivery, and ensuring that our India‑based employees are empowered, engaged, and driving impact for our customers.
Lead \& Grow the Corporate Impact India Operations Team
- Serve as the senior‑most Corporate Impact leader in India, aligning teams to global priorities, ensuring operational excellence, and representing the organization internally and externally.
- Build, mentor, and develop high‑performing teams across Success, Services, and Support—driving a culture grounded in empathy, customer‑first thinking, collaboration, and continuous learning.
- Partner with global Corporate Impact leaders to remove operational blockers, strengthen process consistency, and ensure readiness for modernization, platform upgrades, and new product initiatives.
- Ensure India operations are fully integrated into Corporate Impact’s global operating model, contributing to planning, forecasting, and cross‑functional alignment.
Champion Customer Experience Across Functions
- Reinforce a customer‑first culture, ensuring India‑based teams understand how their work influences renewals, satisfaction, retention, and long‑term customer value.
- Own SLAs, delivery standards, and quality execution, overseeing implementations, support workflows, case handling, and customer interactions to ensure consistent, high‑quality, and on‑time delivery.
- Manage customer‑facing operational roles, including those responsible for account health, escalations, churn‑risk identification, and service consistency; providing coaching, performance management, and development.
- Lead India‑based escalation management, coordinating across functions to drive timely resolution and clear communication with customers and internal stakeholders.
Digital Innovation, AI Enablement \& Operations Excellence
- Drive innovation across operations, identifying opportunities to streamline workflows, shorten cycle times, and improve quality through automation, tooling, and new operating models.
- Champion AI‑enabled capabilities; including automation, personalization, digital success motions, and insights‑driven decision‑making to improve customer experience and operational scale.
- Act as a key feedback conduit by synthesizing insights from Customer Success, Services, Support, and customers to inform product direction, feature gaps, and process improvements.
- Implement and mature operational excellence frameworks, including standardized SOPs, KPI dashboards, RCA practices, continuous improvement cycles, and pilot‑to‑scale experimentation within the India GCC.
Represent Corporate Impact Culture in India
- Foster an inclusive, high‑engagement environment where employees feel connected to Corporate Impact’s mission and empowered to grow meaningful careers at Blackbaud.
- Serve as a cultural ambassador, modeling empathy, collaboration, ownership, and customer‑first thinking across your teams and the broader India organization.
- Champion talent development and mobility, ensuring India‑based employees have access to mentorship, visibility with global leadership, and clear pathways for growth.
- Build a purpose‑driven, cohesive team environment, recognizing excellence, celebrating wins, and strengthening ties with global peers to ensure alignment and shared success.
- *What****You’ll****Bring**
- 7\+ years of experience in a customer‑facing B2B SaaS environment, including 3\+ years leading teams in operations, customer success, services delivery, or support.
- Proven success leading India‑based or globally distributed functions for a multinational organization, supporting diverse customer segments across regions and time zones.
- Deep understanding of SaaS operations and customer lifecycle excellence, including SLAs, escalations, quality frameworks, journey optimization, and process improvement.
- Strong analytical and strategic planning skills, with the ability to interpret customer health signals, churn indicators, and performance data; and translate insights into clear, actionable strategies.
- Demonstrated ability to build, coach, and develop high‑performing teams, fostering accountability, customer centricity, and measurable improvements in operational and customer success metrics.
- Experience optimizing digital touchpoints and scaled engagement models, including segmentation, lifecycle interventions, and AI‑enabled workflows.
- Exceptional communication and influencing skills, able to collaborate effectively within a global, matrixed environment and present confidently from front\-line to executive\-leve
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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.