Corporate Impact Operations Manager Job at Blackbaud (Hyderabad)

Job Description

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.

Job Responsibility

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

Requirements

7+ years of experience in a customer‑facing B2B SaaS environment
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
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-level

What we offer

From time off to volunteer, to giving to the causes you care about, to benefits that support each stage of your life journey, we strive to support your personal and professional wellbeing
In our remote-first, flexible culture, we strive to meet you and support you where you're at

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Corporate Impact Operations Manager

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