Shared Services Process Manager

Job Title

We are looking for a leader— someone who empowers a team that plays a pivotal role in driving operational excellence across multiple geographies and functions.

The strength for this profile lies in developing talent, removing roadblocks, and aligning people strategies with business priorities. By bridging operational goals with human potential, building scalable, user-centric solutions that deliver real impact.

Project Planning & Strategy

• Lead the development of comprehensive project plans and guide the team in outlining timelines, resource requirements, and budget estimates as needed.
• Define project scope, objectives, deliverables, and success criteria in collaboration with stakeholders.
• Oversee end-to-end project execution by supporting the team through all phases: data gathering, baselining, solution design, and deployment, ensuring comprehensive management of each phase.
• Establish a process management framework across functions and geographies supported.
• Proactively identify potential project risks and empower the team to develop and implement mitigation strategies, fostering a culture of foresight and accountability.

Stakeholder Management & Communication

• Serve as a critical conduit between business and technical teams, articulating business needs clearly to developers and ensuring solutions are aligned with operational context and end-user experience.
• Serve as a strategic partner to key stakeholders, facilitating clear, consistent communication and alignment across all project phases.
• Oversee the cadence and quality of stakeholder updates provided by the team — including status reports, progress updates, risks, and issue escalations — to ensure transparency and trust.
• Proactively manage stakeholder expectations by setting clear roles, responsibilities, and checkpoints, and by ensuring the team remains aligned with evolving priorities and objectives.

Technical Oversight & Execution

• Translate business requirements into technical specifications for tool configuration and integration.
• Work closely with business analysts and developers to deliver requirements for system assessments, ensuring functional design aligns with process improvements and user experience goals.
• Oversee collaboration between the team and technical stakeholders (e.g., developers, engineers, IT operations, IAM) to ensure successful tool setup, configuration, and integration with existing systems.
• Lead and participate in User Acceptance Testing (UAT) to validate process and system changes meet functional and performance requirements.
• Support the team in navigating and resolving technical challenges during deployment, removing roadblocks and escalating as needed to keep delivery on track.

Deployment & Adoption

• Develop and implement change management strategies to ensure successful user adoption and sustainability of process improvements.
• Oversee the deployment of new processes and technologies, including data migration and system cutover - ensuring the team delivers with minimal disruption to business operations.
• Enable the team to plan and deliver effective training, communications, and roadshows to prepare end-users and key stakeholders for upcoming changes.
• Establish and monitor post-deployment support mechanisms, ensuring the team provides timely issue resolution, knowledge sharing, and continuous improvement feedback loops.

Continuous Improvement

• Empower the team to identify improvement opportunities and act as catalysts of change delivering measurable impact and efficiency gains.
• Guide and support the team in the creation, revision, and implementation of policies and standard operating procedures to institutionalize new ways of working.
• Contribute to strategic recommendations and key business decisions based on data, analysis, and cross-functional consultation.
• Oversee post-implementation reviews led by the team to evaluate project outcomes, capture lessons learned, and ensure continuous learning and improvement.
• Recommend improvements to processes and tools for future deployments.

Documentation

• Guide the team in the creation and documentation of policies, processes, and business requirements.
• Develop as-is and to-be process diagrams and documentation using MS Visio and other related process documentation tools.
• Ensure documentation practices align with organizational standards and are integrated into broader knowledge management and training efforts.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.