Business Process Transformation Manager

About GlobalStep

Globalstep is a creative and technical services company to the video games industry. We work with the world’s leading game studios and publishers from delivery centers in India, Canada, the United States, the United Kingdom, Romania, and Portugal. We are approximately 1,500 people across six countries, supporting global clients across multiple time zones through services including Art Production, Engineering, Games QA, Localization, and Player Engagement. We are privately held and founder led. We operate in a fast-moving, service-oriented environment where execution discipline, operational responsiveness, and continuous improvement matter deeply. As we continue to scale globally, we are investing in stronger processes, clearer workflows, and more effective operating models that allow the organization to grow without unnecessary complexity.

Why This Role Is Different

Most process roles focus on documenting existing operations. Most transformation roles focus on implementing technology. This role sits in the critical space between the two. Over the years, we have learned that successful transformation does not begin with software. It begins with understanding how the business works, identifying where processes break down, designing better ways of working, and creating the clarity required for successful implementation. In addition to supporting business and technology transformation initiatives, this role will help GlobalStep prepare for future AI-enabled operations. By breaking workflows into task-level activities, documenting decision logic, business rules, and exception paths, the role will create the process foundations required for future AI and workflow automation initiatives. The objective is not to implement AI solutions directly, but to ensure that business processes are structured in a way that makes future automation possible

This role was created as a direct outcome of leadership discussions around organizational transformation. The objective is simple: before we engage consultants, implement systems, or launch major transformation initiatives, we need someone who can map how the organization operates, define how it should operate, and translate that understanding into implementation-ready process frameworks. You will work directly with the CEO and senior stakeholders on initiatives that span departments, service lines, geographies, and operational functions. Your work will influence how GlobalStep scales, collaborates, and executes over the coming years. This is not a strategy consulting role. It is not a project management role. It is not an IT implementation role. It is a hands-on transformation role for someone who enjoys bringing structure to complexity and turning ambiguity into operational clarity.

What You Will Own

1. Process Discovery & Mapping

Study and understand how work gets done across the organization. Analyze existing workflows across departments, delivery functions, service lines, and support teams. Map current-state processes including handoffs, dependencies, approval points, decision paths, communication flows, ownership structures, and operational touchpoints. Identify bottlenecks, inefficiencies, duplication of effort, unclear ownership, process gaps, and operational friction points. Develop a comprehensive understanding of how work moves through the organization and document those workflows in a structured and scalable manner.

2. Future-State Workflow Design

Design improved future-state workflows that align with business objectives while remaining practical and executable. Define how teams, projects, clients, hubs, and operational functions should interact. Create standardized workflows covering project execution, collaboration, issue management, escalation management, reporting, delivery coordination, client integration scenarios, operational governance, and cross-functional interactions. Ensure processes are scalable, repeatable, and implementation ready.

3. Requirements Definition for Technology Implementations

Translate business workflows into structured requirements that technology teams and implementation partners can execute against. Define process logic, workflow

rules, ownership structures, approval paths, reporting requirements, integration dependencies, operational controls, and information flows. Create implementation-ready documentation that reduces ambiguity and improves implementation quality.

4. Consultant & Implementation Partner Coordination

Serve as the primary process-oriented counterpart for external consultants and implementation partners. Provide business context, workflow documentation, operational requirements, and process clarity. Validate proposed solutions against actual operational needs and help ensure implementations support intended business outcomes. Act as the bridge between operational stakeholders and implementation teams.

5. Cross-Functional Operational Alignment

Work across Operations, Delivery, PMO, IT, HR, Finance, and other business functions to align workflows and process definitions. Facilitate workshops, stakeholder discussions, process reviews, and working sessions to gather input and build consensus. Help different teams understand dependencies and create shared operating models that improve collaboration and execution.

6. Transformation Program Execution Support

Support enterprise transformation initiatives by ensuring operational processes are clearly defined before implementation activities begin. Break complex transformation initiatives into actionable process workstreams and workflow components. Provide ongoing process support during implementation projects and help maintain alignment between intended workflows and actual execution.

7. Documentation & Knowledge Structuring

Create and maintain process maps, workflow diagrams, SOPs, operational playbooks, implementation reference documents, process repositories, and workflow standards.

Build a centralized body of process knowledge that becomes a long-term organizational asset and supports future transformation initiatives.

8. AI Automation Readiness & Task Decomposition

Analyze business processes and decompose them into task-level activities, decision points, business rules, inputs, outputs, dependencies, and exception paths.

Identify repetitive, rules-based, and workflow-driven activities that may be suitable for AI enablement or automation.

Work with business stakeholders to prioritize automation opportunities and create structured process definitions that can be leveraged by future AI, workflow automation, and technology implementation teams.

Ensure future-state workflows are documented in a manner that supports both human execution and future automation opportunities.

What Success Looks Like

• Critical business processes are documented and understood across the organization.
• Future-state workflows are clearly defined before transformation initiatives begin.
• Consultants and implementation partners receive structured, implementation-ready requirements
• Operational teams have greater clarity around ownership, responsibilities, and handoffs.
• Transformation initiatives experience fewer requirement gaps, misunderstandings, and rework cycles.
• Process documentation evolves into a scalable organizational knowledge base. Leadership gains greater visibility into how workflows across the business.
• High-value processes are decomposed into automation-ready workflows and task structures.
• Potential AI and automation opportunities are identified and documented across key business functions.
• Process documentation supports future AI and workflow automation initiatives without requiring re-discovery efforts.

What We Are Looking For

• 8–14 years of experience in Business Process Management, Process Excellence, Operational Transformation, Business Transformation, Consulting, PMO, Operational Excellence, or related disciplines.
• Proven experience mapping, documenting, analyzing, and redesigning business processes and workflows.
• Strong analytical capability and the ability to break down complex operational problems into structured solutions.
• Excellent documentation skills with experience creating process maps, SOPs, workflow diagrams, and implementation documentation.
• Strong stakeholder management skills with the ability to work effectively across functions and levels of the organization.
• Experience facilitating workshops, process reviews, and requirement gathering sessions.
• Exceptional communication skills and the ability to convert operational complexity into clear and actionable process frameworks.
• High ownership, attention to detail, and an execution-oriented mindset.
• Comfort operating in environments where ambiguity exists and structure needs to be created.
• Ability to break down complex business processes into task-level activities, decision trees, business rules, and automation-ready workflow components.

Also, Valuable

• Experience in IT services, gaming, BPOs, GCCs, technology services, consulting firms, or other process-intensive environments.
• Exposure to global delivery models and distributed teams.
• Experience supporting large-scale transformation initiatives.
• Familiarity with process improvement methodologies and workflow mapping tools.
• Experience working with external consultants, implementation partners, or enterprise software projects.
• Experience supporting workflow automation, AI-readiness initiatives, RPA discovery, process mining, or business process decomposition projects.