Business Process Lead – Digital & Service Experience

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Business Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kaseya

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 $2M Venture Round on 2020-07

Cybersecurity • SaaS • Enterprise

Kaseya is a global provider of IT management software that offers a comprehensive suite of solutions designed to enhance the efficiency and security of IT operations for managed service providers (MSPs) and IT departments. With features that include endpoint management, cybersecurity, backup and recovery, and compliance management, Kaseya empowers organizations to automate processes, reduce costs, and protect critical data in a technology-driven environment. The platform leverages AI to streamline IT management, enabling teams to focus on strategic initiatives and improve service delivery.

📋 Description

• Own the end-to-end design of customer-facing digital and service experiences across commerce, account self-service, customer and partner portals, and service functions • Maintain detailed L2/L3 decomposition of account self-service, portal, commerce, and service-experience capabilities • Facilitate working sessions with digital teams and Customer Success leadership to document current processes and design future-state processes • Produce process maps, documented decisions, and actionable technical requirements • Translate future-state process designs into system requirements and partner with Product Owners and Engineering Leads through design, build, and testing • Support current in-production systems and next-generation platform delivery tracks • Own change management, enablement, adoption, stakeholder impact assessment, readiness planning, training materials, and post-launch verification • Define and report process performance metrics • Maintain documented agreements at shared boundaries with peer Business Process Leads • Design the target digital commerce operating model and business processes for trials, in-app purchase, and self-serve upgrades • Resolve eligibility, entitlement, pricing enforcement, and approval logic before implementation • Maintain a capability-level build plan and coordinate dependencies across BIS value streams • Define when assisted processes should be retired as digital capabilities supersede them • Own customer service experience capability design in partnership with Customer Success and Support leadership

🎯 Requirements

• Direct experience building or scaling a self-serve commerce or product-led growth motion, including funnel instrumentation and conversion measurement • 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, along with strong documentation habits • 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