Business Process Lead – Digital & Service Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete design process for customer-oriented digital and service experiences across commerce, account self-service, customer and partner portals, and service functions.

• Keep a comprehensive L2/L3 breakdown of capabilities related to account self-service, portals, commerce, and service experiences.

• Lead collaborative sessions with digital teams and Customer Success leadership to document existing processes and design future state workflows.

• Create process maps, record decisions made, and develop actionable technical requirements.

• Convert future state process designs into system requirements and collaborate with Product Owners and Engineering Leads throughout the design, build, and testing phases.

• Provide support for current operational systems and the delivery tracks of next-generation platforms.

• Manage change effectively, including enablement, adoption, stakeholder impact assessments, readiness planning, training materials, and post-launch validation.

• Establish and report on process performance metrics.

• Maintain documented agreements at shared interfaces with fellow Business Process Leads.

• Design the ideal digital commerce operating model and business processes for trials, in-app purchases, and self-service upgrades.

• Address eligibility, entitlement, pricing enforcement, and approval logic prior to implementation.

• Maintain a capability-level build plan and synchronize dependencies across BIS value streams.

• Determine when assisted processes should be phased out as digital capabilities take precedence.

• Lead customer service experience capability design in collaboration with Customer Success and Support leadership.

⛳️ Requirements

• Proven experience in building or scaling a self-service commerce or product-led growth initiative, including funnel instrumentation and conversion tracking.

• Over 5 years of experience in business process design, business analysis, business architecture, or operations in a relevant field.

• Demonstrated ability to break down business capabilities into detailed, multi-level structures.

• Excellent facilitation skills with cross-functional business stakeholders, including experience at the director level.

• Experience in translating business process requirements into technical system requirements for delivery teams, along with strong documentation practices.

• Direct experience in establishing a new digital commerce or product-led strategy within a business that previously relied solely on an assisted sales model.

• Experience in trial design and trial-to-paid conversion, covering eligibility, entitlement, and conversion tracking.

• Background in digital product or eCommerce product management, including conducting experiments and iterative product releases.

• Experience in support operations and case deflection design, including knowledge management and escalation processes.

• Familiarity with identity, login, and profile management in customer-facing digital products, along with experience in account or billing self-service portal operations.

• Knowledge of 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.

🏝️ Benefits

• Comprehensive health and wellness packages.

• Opportunities for professional development and growth.

• Flexible working arrangements to enhance work-life balance.

• Engaging company culture focused on innovation and collaboration.