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Kaseya is seeking a Business Process Lead for Digital & Service Experience to own the end-to-end design of customer-facing digital and service experiences, including commerce, account self-service, customer and partner portals, and supporting service functions. This role combines live operational ownership of production systems with the design and build of a new product-led digital commerce capability (trials, in-app purchase, self-serve upgrades) that does not yet exist.
The role is a hands-on individual contributor that owns business capabilities—their definition, design, decomposition, and governance—in close partnership with business and technology teams. Success depends on collaboration rather than direct authority. Key responsibilities include:
- Maintain detailed (L2/L3) decomposition of account self-service, portal, commerce, and service-experience capabilities, keeping documentation current as systems evolve.
- Facilitate structured working sessions with digital and Customer Success teams to document current processes and design future ones, producing process maps, decisions, and requirements for technical teams.
- Translate future-state process designs into system requirements, partnering with Product Owners and Engineering through design, build, and testing.
- Support parallel delivery tracks—current production systems and next-generation platform builds—ensuring operational lessons feed back into design work.
- Own change management, enablement, and adoption for process changes, including stakeholder impact assessment, training, and post-launch verification.
- Maintain documented agreements at shared boundaries with peer Business Process Leads to ensure explicit handoffs.
- Design the target digital commerce operating model, defining which products, segments, and transaction types become self-service and in what sequence.
- Maintain a capability-level build plan sequencing dependencies across value streams and own the customer service experience design in partnership with Customer Success and Support.
This is a newly created function where standards are still being defined—a strong opportunity for someone who wants to build a practice rather than execute within an established one. The role requires comfort holding both live operational processes with SLAs and net-new capability design simultaneously, deliberately protecting time for design work even when operational demands feel urgent.
Kaseya is the leading provider of AI-powered IT management and cybersecurity software serving Managed Service Providers and internal IT organizations worldwide. Backed by Insight Partners, the company has experienced sustained double-digit growth, supports customers in 20+ countries, and manages over 15 million endpoints.
**Requirements:**
- Direct experience building or scaling a self-serve commerce or product-led growth motion (trial-to-paid conversion, in-product purchase, or self-serve upgrade), including funnel instrumentation and conversion measurement. Experience limited to account or billing self-service portal work is insufficient.
- Trial design and trial-to-paid conversion experience, including eligibility, entitlement, and conversion instrumentation.
- Digital product or eCommerce product management experience, including running experiments and iterative product releases.
- Support operations and case deflection design experience, including knowledge management and escalation design.
- Identity, login, and profile management experience in a customer-facing digital product, and account or billing self-service portal operations experience.
- Familiarity with structured change management methodologies and prioritization frameworks such as WSJF or RICE.
- Experience with Salesforce B2B Commerce, Salesforce Service Cloud and case management, Experience Cloud community platforms, and payment gateway integrations.
