Process Excellence Lead

SentiLink https://www.sentilink.com/ provides innovative identity and risk solutions, empowering institutions and individuals to transaction with confidence. We’re building the future of identity verification in the United States replacing a clunky, ineffective, and expensive status quo with solutions that are 10x faster, smarter, and more accurate.

We’ve seen tremendous traction and are growing extremely quickly. Our real-time APIs have helped verify hundreds of millions of identities, starting with financial services and rapidly expanding into new markets. SentiLink is backed by world-class investors including Craft Ventures, Andreessen Horowitz, NYCA, and Max Levchin.

We’ve earned recognition from TechCrunch, CNBC, Bloomberg, Forbes, Business Insider, PYMNTS, American Banker, LendIt, and have been named to the Forbes Fintech 50 https://www.forbes.com/companies/sentilink/?list=fintech50 list every year since 2023. Last but not least, we’ve even made history - we were the first company to go live with the eCBSV https://resources.sentilink.com/blog/sentilink-makes-history-as-first-ecbsv-provider and testified before the United States House of Representatives https://resources.sentilink.com/media/sentilinks-statement-before-the-house-financial-services-committee on the future of identity.

SentiLink supports a variety of ways to work, ranging from fully remote to in-office. We operate as a digital-first company with strong collaboration across the U.S. and India. We maintain physical offices in Austin, San Francisco, New York City, Seattle, Los Angeles, and Chicago in the U.S., and in Gurugram (Delhi) and Bengaluru in India. If you’re located near one of these offices, we would love for you to spend time in the office regularly. Some roles are hybrid or in-office by design. For example, our engineering team in India works primarily from our Gurugram office.

About the Role

We are looking for a Process Excellence Lead who builds durable operating models that replace tribal knowledge with clarity, ownership, and measurable outcomes. In this role, you will own the design and implementation of a scalable process excellence framework across offshore functions, working closely with functional leaders and executive stakeholders.

Responsibilities

• Design and implement a standardized operating framework across offshore functions (intake → execution → QA → escalation → reporting).

• Define clear ownership models (RACI or equivalent) for Tier-1 and Tier-2 business processes.

• Document SOPs, SLAs, inputs, outputs, and success metrics for all critical processes.

• Identify and remediate person-dependent and tribal-knowledge-driven workflows.

• Establish SLA tracking mechanisms for throughput, quality, and cycle time; drive corrective process redesign where variance exists.

• Build leadership-level dashboards that provide enterprise visibility into operational health, capacity, and risk.

• Partner cross-functionally to redesign workflows that enable scale without proportional headcount growth.

• Drive adoption and change management to ensure processes are embedded, sustained, and resilient.

Requirements

• 5–10 years of experience in process excellence, business operations, shared services, or operating model roles.

• Demonstrated experience standardizing and scaling offshore or distributed operations.

• Proven track record of defining and managing SLAs in execution-driven environments.

• Strong systems thinking — ability to design end-to-end workflows rather than isolated fixes.

• Experience reducing execution risk by eliminating person-dependent processes.

• Strong analytical and executive communication skills; able to translate operational detail into decision-ready insight.

• Comfortable influencing stakeholders without formal authority.

• Exposure to regulated, audit-sensitive, or compliance-driven environments preferred.

PERKS:

• Employer paid group health insurance for you and your dependents

• 401(k) plan with employer match (or equivalent for non US-based roles)

• Flexible paid time off

• Regular company-wide in-person events

• Home office stipend, and more!

CORPORATE VALUES:

• Follow Through

• Deep Understanding

• Whatever It Takes

• Do Something Smart