Product-Led Digital Commerce & Self-Service Lead

Kaseya Limited; Miami (FL); On-site; USD 140,000 - 190,000; Full time

Job summary

Kaseya Limited is seeking a Business Process Lead, Digital & Service Experience to own the end-to-end design of our customer-facing digital and service experience — commerce, self-service, our customer and partner portal, and the service function that supports customers across those channels.

This hands-on role leads live operational work while building a true product-led commerce motion, collaborating with business and technology leads, and ensuring design work remains prioritized alongside

Qualifications

• Direct experience building or scaling a self-serve commerce or product-led growth motion.
• 5+ years of experience in business process design, business analysis, or operations.
• Demonstrated experience decomposing business capabilities into detailed structures.
• Strong facilitation skills with cross-functional stakeholders, including director-level work.
• Experience translating business process requirements into system requirements with strong documentation.

Responsibilities

• Own and continuously maintain a detailed decomposition of account self-service, portal, commerce, and service-experience capabilities.
• Facilitate structured working sessions to document processes and design future-state workflows.
• Translate future-state designs into system requirements with product owners and engineers.
• Support parallel delivery tracks: in-production systems and next-generation platform builds.
• Own change management, enablement, adoption, and define process performance metrics.
• Maintain agreements at shared boundaries with peer Business Process Leads.
• Design the target digital commerce operating model for self-service and product-led motions.
• Maintain a capability build plan aligning with other BIS value streams and service readiness.

Skills

Self-serve commerce experience

5+ years BP design

Decomposing capabilities

Facilitation skills

Requirements translation

Tools

Salesforce B2B Commerce

Salesforce Service Cloud

Experience Cloud

Payment gateway integrations

Job description

Kaseya Limited is seeking a Business Process Lead, Digital & Service Experience to own the end-to-end design of our customer-facing digital and service experience — commerce, self-service, our customer and partner portal, and the service function that supports customers across those channels.

This hands-on role leads live operational work while building a true product-led commerce motion, collaborating with business and technology leads, and ensuring design work remains prioritized alongside