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