Business Process Lead, Digital & Service Experience

Accountabilities:: Own and continuously maintain detailed L2/L3 capability decompositions covering account self-service, customer and partner portals, digital commerce, and service experiences. Facilitate structured working sessions with digital teams and Customer Success leadership to document current-state processes and design future-state operating models, producing clear process maps, decisions, and actionable requirements. Translate future-state process designs into system requirements and partner with Product Owners and Engineering Leads throughout design, development, testing, and delivery. Manage parallel delivery tracks across existing production systems and next-generation platform initiatives, ensuring operational insights inform future-state design. Lead change management, enablement, and adoption activities for process changes, including stakeholder impact assessments, readiness planning, training materials, and post-launch validation. Define and monitor process performance metrics to assess adoption, effectiveness, service quality, and business outcomes. Maintain clear agreements and governance at shared boundaries with other Business Process Leads to ensure handoffs between value streams are well defined. Design the target digital commerce operating model, including the sequence of products, customer segments, and transaction types that should become available through self-service. Define business processes for product-led motions such as trials, in-app purchases, and self-service upgrades, resolving eligibility, entitlement, pricing, and approval requirements before development begins. Maintain a capability-level build plan that aligns dependencies across business value streams and ensures digital and core-system readiness progress together. Define when assisted processes should be retired as digital capabilities become available, while shaping the customer service experience in partnership with Customer Success and Support leadership. Requirements 5+ years of experience in business process design, business analysis, business architecture, operations, or a closely related discipline. Direct experience building or scaling a self-service commerce or product-led growth motion, such as trial-to-paid conversion, in-product purchasing, or self-service upgrades, including funnel instrumentation and conversion measurement. Demonstrated ability to decompose complex business capabilities into detailed, multi-level structures and translate them into actionable processes and requirements. Strong facilitation skills and experience leading structured working sessions with cross-functional stakeholders, including senior or director-level business leaders. Proven ability to translate business process requirements into clear system requirements for technical delivery teams. Strong documentation skills, with experience producing process maps, requirements, governance materials, and implementation documentation. Experience working collaboratively across business, technology, product, engineering, customer success, and support functions. Direct experience launching digital commerce or product-led capabilities within organizations that previously relied primarily on assisted sales models is preferred. Experience with trial design, trial-to-paid conversion, eligibility and entitlement models, and conversion instrumentation is a plus. Digital product or eCommerce product management experience, including experimentation and iterative product releases, is valued. Experience with support operations, case deflection, knowledge management, and escalation design is preferred. Familiarity with identity, login, profile management, customer-facing digital products, and account or billing self-service portals is beneficial. Familiarity with structured change-management methodologies and prioritization frameworks such as WSJF or RICE is a plus. Experience with Salesforce B2B Commerce, Salesforce Service Cloud and case management, Experience Cloud, and payment gateway integrations is desirable. Benefits Remote work arrangement. Opportunity to help establish and shape a newly created business process function. High-impact individual contributor role with broad cross-functional exposure. Opportunity to design and build new digital commerce and product-led capabilities. Opportunity to influence customer experience, operational processes, technology requirements, and adoption at scale. Compensation is determined based on experience, qualifications, location, and the scope of the role. Candidates are asked to provide their desired annual base salary and total compensation during the application process. Equal employment opportunity across applicable protected characteristics.