Director, GBS Process & Operating Model

Viasat, Inc.

About The Position

The GBS Process & Operating Model Lead sets the enterprise standard for end to end process architecture and the operating model on which Global Business Services (GBS) runs. The role owns enterprise process strategy, governance, and adoption at scale—with authority to establish decision rights, approve global standards, and hold functions accountable for performance against agreed outcomes. As a foundational GBS leader, you will chair enterprise process governance, sponsor the network of Global Process Owners (GPOs), and align senior interested parties across functions, regions, and service lines. You will reconcile competing priorities, translate strategy into an executable multi year roadmap, and ensure measurable improvement in cost, quality, cycle time, risk, and experience. You will lead the integration of automation, workflow digitization, and AI into global processes, establishing guardrails for responsible use and improving value realization. Success requires influential leadership, executive presence, and disciplined execution—earning authority through trust, credibility, and results while operating in complex, legacy environments.

Requirements

Strong, demonstrable background in operating model/process transformation within complex, global enterprises.
Good experience in leading & directing global teams.
Proven record of end to end process ownership and governance at enterprise scale.
Credible influencer of C suite and senior functional leaders; adept at resolving cross functional conflicts.
Demonstrated value realization: delivered multi million dollar benefits and sustained performance improvements.
Deep expertise in process governance, performance management, and continuous improvement.
Comfortable navigating ambiguity; balances conceptual design with pragmatic execution.

Nice To Haves

Advanced degree (MBA or master’s in business/operations/engineering) preferred.
Certifications: Lean Six Sigma Black Belt, BPMN, Prosci/Change, PMP/Prince2 (nice to have), ITIL (service ops), or ISO 9001 exposure.
Experience with ERP/enterprise platforms, workflow automation, analytics, and AI/ML enablement.
Familiarity with control frameworks (e.g., SOX), privacy (GDPR), and AI governance.

Responsibilities

Current State Assessment
Sponsor cross functional diagnostics across geographies; ensure robust baselines (flows, metrics, controls, pain points).
Validate benchmark gaps and prioritize opportunities by value, risk, and feasibility.
Define Roles & Responsibilities (GPOs)
Stand up governance and codify GPO charters (scope, decision rights, critical metrics, cadences, escalation paths).
Ensure regional/local process leads are aligned to global standards with defined flex allowances.
Design & Standardize Future State
Orchestrate design sprints with SMEs to produce globally scalable process standards and controls.
Approve designs that meet compliance, resilience, and digital first requirements.
AI, Automation & Digital Enablement
Maintain an executive visible use case pipeline; approve business cases, and release funding by stage gates.
Tie automations/AI to measurable outcomes; avoid tool proliferation and technical debt.
Implementation & Adoption
Co lead the adoption strategy; ensure leadership sponsorship, training, and incentive alignment.
Surface and resolve adoption risks early; manage cutovers and hypercare for stable landing.
Continuous Monitoring
Run process performance reviews with GPOs; drive cross functional improvement initiatives.
Refresh roadmaps and reprioritize quarterly based on value realization and risk insights.
Global–Regional–Local Integration
Decide where variation is allowed, and document “guardrails & flex” to balance standardization and local needs.
Promote knowledge sharing and standard process reuse to lift global maturity.