Business Process Lead, Digital & Service Experience

49 minutes ago
Senior
Product Management
Kaseya

Kaseya

Kaseya provides integrated IT management and security solutions for MSPs and SMBs, enabling centralized IT operations, remote management, cybersecurity, and automation.

IT Services
1K-5K
Founded 2000
$567M raised

Description

  • Maintain detailed L2/L3 capability decompositions for self-service, portal, commerce, and service experience functions.
  • Facilitate cross-functional workshops to document current processes and design future-state processes.
  • Translate process designs into system requirements and partner with product and engineering teams through delivery and testing.
  • Support both live operational systems and next-generation platform development.
  • Lead change management, stakeholder readiness, training, adoption, and post-launch verification.
  • Define and report process performance metrics.
  • Maintain documented agreements and handoffs with peer Business Process Leads.
  • Design the operating model for trials, in-app purchases, and self-service upgrades, including eligibility, entitlements, pricing, and approvals.
  • Create capability build plans, manage dependencies, and determine when assisted processes should be retired.
  • Own customer service experience capability design with Customer Success and Support leadership.

Requirements

  • Direct experience building or scaling self-serve commerce or product-led growth motions, including funnel instrumentation and conversion measurement.
  • 5+ years of experience in business process design, business analysis, business architecture, or relevant operations.
  • Experience decomposing business capabilities into detailed, multi-level structures.
  • Strong facilitation skills with cross-functional stakeholders, including director-level engagement.
  • Experience translating business process requirements into system requirements for technical teams.
  • Experience launching digital commerce or product-led motions in businesses previously reliant on assisted sales (preferred).
  • Trial design and trial-to-paid conversion experience, including eligibility, entitlement, and conversion instrumentation (preferred).
  • Digital product or eCommerce product management experience, including experimentation and iterative releases (preferred).
  • Experience with support operations, case deflection, knowledge management, escalation design, identity, login, profile management, or billing self-service (preferred).
  • Familiarity with change management, WSJF or RICE prioritization, Salesforce B2B Commerce, Salesforce Service Cloud, Experience Cloud, and payment gateway integrations (preferred).

Interested in this position?

Apply directly on the company website

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