Business Process Lead, Digital & Service Experience

Overview

Own the end-to-end design of Kaseya's customer-facing digital and service experience, including commerce, account self-service, the customer and partner portal, and the service function, and build a product-led digital commerce capability.

What you'll do

• Own and maintain a detailed (L2/L3) decomposition of account self-service, portal, commerce, and service-experience capabilities.
• Facilitate structured working sessions with the digital team and Customer Success leadership to document current processes and design future-state processes, producing process maps, documented decisions, and requirements.
• Translate future-state process designs into system requirements, partnering with Product Owners and Engineering Leads through design, build, and testing.
• Support two parallel delivery tracks (current in-production systems and the next-generation platform build) and reflect operational lessons learned into documentation and design.
• Own change management, enablement, and adoption for process changes, including stakeholder impact assessment, readiness planning, training materials, and post-launch verification.
• Define and report process performance metrics.
• Hold and maintain documented agreements at shared boundaries with peer Business Process Leads.
• Design the target digital commerce operating model and the business process behind trials, in-app purchase, and self-serve upgrade, resolving eligibility, entitlement, pricing enforcement, and approval logic.
• Maintain a capability-level build plan sequencing dependencies against other BIS value streams, and define whether and when assisted processes are retired.
• Own the capability design for the customer service experience in partnership with Customer Success and Support leadership.

What you'll need

• Direct experience building or scaling a self-serve commerce or product-led growth motion (trial-to-paid conversion, in-product purchase, or self-serve upgrade), including funnel instrumentation and conversion measurement. Experience limited to account or billing self-service portal work, or to general process documentation without direct commerce-building experience, is not sufficient.
• 5+ years of experience in business process design, business analysis, business architecture, or operations in a relevant domain.
• Demonstrated experience decomposing business capabilities into detailed, multi-level structures.
• Strong facilitation skills with cross-functional business stakeholders, including experience working at a director level.
• Experience translating business process requirements into system requirements for a technical delivery team, with strong documentation habits.

Nice to have

• Direct experience standing up a new digital commerce or product-led motion within a business that previously sold only through an assisted sales model.
• Trial design and trial-to-paid conversion experience, including eligibility, entitlement, and conversion instrumentation.
• Digital product or eCommerce product management experience, including running experiments and iterative product releases.
• Support operations and case deflection design experience, including knowledge management and escalation design.
• Identity, login, and profile management experience in a customer-facing digital product, and account or billing self-service portal operations experience.
• Familiarity with structured change management methodologies and prioritization frameworks such as WSJF or RICE.
• Experience with Salesforce B2B Commerce, Salesforce Service Cloud and case management, Experience Cloud community platforms, and payment gateway integrations.

Details

• Work mode: Remote, United States.
• Individual-contributor role with heavy partnership with business and technology leads rather than direct authority over the functions owned.