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KaseyaBusiness Process Lead, Digital & Service Experience
Kaseya is seeking a Business Process Lead, Digital & Service Experience to take charge of the end-to-end design for client-facing digital journeys, including commerce, self-service account…
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About This Role
Kaseya is seeking a Business Process Lead, Digital & Service Experience to take charge of the end-to-end design for client-facing digital journeys, including commerce, self-service account management, partner and customer portals, and supporting service operations. Operating as a hands-on individual contributor within a newly formed team, this professional will handle both live production processes and the creation of a brand-new product-led digital commerce capability featuring trials, in-app buying, and self-serve…
Job Description
Kaseya is seeking a Business Process Lead, Digital & Service Experience to take charge of the end-to-end design for client-facing digital journeys, including commerce, self-service account management, partner and customer portals, and supporting service operations. Operating as a hands-on individual contributor within a newly formed team, this professional will handle both live production processes and the creation of a brand-new product-led digital commerce capability featuring trials, in-app buying, and self-serve upgrades.
This opportunity is ideal for someone who enjoys building practices from the ground up, facilitating cross-functional working sessions, mapping out workflows, and translating business demands into clear technical specifications. The chosen candidate will partner closely with business and technology leads rather than holding direct authority over underlying functions, successfully balancing operational demands with future-state system design.
Kaseya operates as a prominent provider of AI-powered IT management and cybersecurity software, delivering comprehensive platforms to Managed Service Providers and internal IT groups across the globe. Backed by Insight Partners, the organization supports clients in more than 20 countries, managing upwards of 15 million endpoints worldwide.
Responsibilities
- Maintain a detailed decomposition of portal, commerce, and service-experience capabilities alongside shared team standards.
- Run structured working sessions with leadership to document current workflows and architect future-state processes.
- Convert future process designs into system requirements while partnering with Product Owners and Engineering Leads through deployment.
- Manage both live production systems and next-generation platform builds simultaneously.
- Drive change management, adoption readiness, training materials, and performance metric tracking for process rollouts.
- Establish documented agreements at shared boundaries with peer Business Process Leads.
- Formulate the target digital commerce operating model, including transaction eligibility, pricing enforcement, and approval logic.
- Maintain a capability-level build plan that coordinates dependencies across value streams.
Requirements
- Demonstrated hands-on background building or scaling self-serve commerce or product-led growth motions.
- Minimum of 5 years of experience in business process design, operations, business analysis, or business architecture.
- Proven history of decomposing business capabilities into detailed, multi-level frameworks.
- Strong facilitation abilities working alongside cross-functional business stakeholders at a director level.
- Experience transforming business requirements into technical system specifications.
Qualifications
- Experience implementing a fresh digital commerce capability within a company that previously relied exclusively on assisted sales.
- Background in trial design, trial-to-paid conversion mechanics, and conversion instrumentation.
- Digital product management or eCommerce product management expertise involving iterative releases and experimentation.
- Support operations, case deflection design, knowledge management, and escalation design background.
- Familiarity with identity management, login, profile management, and billing self-service portal operations.
- Knowledge of structured change management methodologies and prioritization frameworks like RICE or WSJF.
- Proficiency with Salesforce Service Cloud, Salesforce B2B Commerce, Experience Cloud community platforms, and payment gateway integrations.
Core Skills
Frequently Asked Questions
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What is the remote work policy for this role?
The posting indicates that the location is remote and the remote status is remote.
What employment type is this position?
This position is full-time.
What salary does this position offer?
The salary is not stated in the job posting.
What kind of professional background is required?
Candidates must have at least five years of experience in business process design, business analysis, operations, or business architecture, alongside direct experience building self-serve commerce or product-led growth motions.
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