Product-Led Digital Commerce & Service Experience Lead

Kaseya; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Kaseya is seeking a Business Process Lead for Digital & Service Experience to own end-to-end design of customer-facing commerce and self-service capabilities. You will shape a product-led commerce motion, including trials, in-app purchase, and upgrades, while collaborating with business and tech teams across products and services.

This role requires hands-on facilitation, process mapping, and clear requirements documentation to guide a new, scalable digital commerce platform from concept through

Qualifications

• 5+ years of experience in business process design, analysis, or operations.
• Experience decomposing business capabilities into multi-level structures.
• Strong facilitation with cross-functional stakeholders, including directors.
• Experience translating business process requirements into system requirements.
• Direct experience building a self-serve commerce/product-led motion.

Responsibilities

• Own and maintain decomposition of self-service, portal, commerce, and service capabilities.
• Facilitate structured working sessions to document current and future processes.
• Translate future-state designs into system requirements and guide design through build.
• Support two delivery tracks: in-production systems and next-generation platform.
• Own change management, enablement, adoption, and metrics reporting.
• Maintain agreements at shared boundaries with peer Business Process Leads.
• Design target digital commerce operating model and product-led motions.
• Maintain capability build sequencing across BIS value streams.

Skills

Self-serve commerce experience

Business process design

Facilitation with leadership

Documentation and requirements

Cross-functional collaboration

Tools

Salesforce B2B Commerce

Salesforce Service Cloud

Experience Cloud

Payment gateway integrations

Job description

Kaseya is seeking a Business Process Lead for Digital & Service Experience to own end-to-end design of customer-facing commerce and self-service capabilities. You will shape a product-led commerce motion, including trials, in-app purchase, and upgrades, while collaborating with business and tech teams across products and services.

This role requires hands-on facilitation, process mapping, and clear requirements documentation to guide a new, scalable digital commerce platform from concept through