Senior Director, Operational Excellence & Quality Improvement - Bangalore / Mumbai
Job Description
Position summary
The Senior Director, Operational Excellence & Quality Improvement leads the strategic enhancement of Gracenote’s end-to-end global operating model. This executive establishes robust governance, metrics, quality systems, and cross-functional alignment to drive customer trust, data accuracy, scalability, operational efficiency, and resilience.
Translating growth, automation, and content-modernization strategies into high-impact operating plans, this role leads cross-functional teams across Content, Product, Engineering, Customer Success, Commercial, and Strategy to champion data-informed decisions and continuous improvement.
Key responsibilities
• Define and execute the global operational excellence and quality strategy across Gracenote.
• Establish high-impact performance governance, risk management, QA protocols, and continuous improvement frameworks.
• Align business goals with initiative portfolios, resource planning, and clear performance outcomes.
• Proactively mitigate operational, technology, and transformation risks before they impact customers.
• Own the end-to-end quality framework, including SOPs, audits, monitoring, alerts, and process QA.
• Lead incident management, root-cause analysis (RCA), and corrective/preventive action (CAPA) tracking.
• Eliminate customer-impacting defects, rework, and process variation at the root cause level.
• Build executive dashboards to track quality trends, SLA compliance, defect severity, and remediation progress.
• Partner with Product & Engineering on release readiness, UAT, change control, and post-release reviews.
• Drive data-driven transformation projects leveraging automation, process discovery, and change management.
• Advance human-in-the-loop (HITL) automation to scale operations, improve speed, and ensure precision.
• Coach, develop, and inspire high-performing global teams, embedding continuous learning and inclusion.
Measures of success
• Measurable reduction in customer defects, quality escapes, recurring incidents, and unnecessary rework.
• Increased RCA completion velocity, CAPA effectiveness, SLA compliance, and risk resolution rates.
• Enhanced throughput, cycle times, capacity management, productivity, and automation adoption.
• Higher customer satisfaction, operational resilience, operational transparency, and organizational capabilities.
Requirements
Department: Administration
Function: Project Management
Experience Level: Not Applicable