Product-Led Commerce & Digital Experience Lead

Kaseya; Northern (KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Kaseya is seeking a Business Process Lead to own the end-to-end design of the customer-facing digital and service experience, including self-service commerce and the partner portal. You will map processes, write requirements, and partner with product, engineering, and Customer Success to deliver a product-led commerce motion.

In this hands-on role, you’ll facilitate workshops, decompose capabilities, define governance, and drive adoption while balancing live operations with future platform build.

Qualifications

• Direct experience building or scaling a self-serve commerce or product-led motion with funnel instrumentation and conversion measurement.
• 5+ years of experience in business process design, business analysis, business architecture, or operations.
• Demonstrated ability decomposing business capabilities into detailed, multi-level structures.
• Strong facilitation skills with cross-functional stakeholders, including director-level experience.
• Experience translating business process requirements into system requirements for a technical delivery team.

Responsibilities

• Own and maintain a detailed decomposition of account self-service, portal, commerce, and service-experience capabilities.
• Facilitate structured working sessions to document current processes and design future state.
• Translate future-state designs into system requirements and partner with Product Owners and Engineering.
• Support parallel delivery tracks: in-production systems and next-gen platform build.
• Own change management, enablement, adoption, and define process performance metrics.
• Design the target digital commerce operating model and build plan with cross-functional alignment.
• Maintain agreements at shared boundaries with peer leads to ensure clear handoffs.

Skills

Self-serve commerce

Business process design

Facilitation skills

Documentation

Tools

Salesforce B2B Commerce

Salesforce Service Cloud

Experience Cloud

Payment gateway integrations

Job description

Kaseya is seeking a Business Process Lead to own the end-to-end design of the customer-facing digital and service experience, including self-service commerce and the partner portal. You will map processes, write requirements, and partner with product, engineering, and Customer Success to deliver a product-led commerce motion.

In this hands-on role, you’ll facilitate workshops, decompose capabilities, define governance, and drive adoption while balancing live operations with future platform build.