Business Process Lead, Digital & Service Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Business Process Lead, Digital & Service Experience based in the United States.

This role owns the end-to-end design of customer-facing digital and service experiences across commerce, account self-service, portals, and customer support processes. You will balance operational ownership of live processes with the design and development of new product-led digital capabilities. A major focus will be building self-service commerce experiences such as trials, in-app purchases, and self-serve upgrades. You will translate business needs into detailed process designs and system requirements while partnering closely with technology and business leaders. As part of a newly established function, you will help define standards, governance, and ways of working rather than simply operating within an established framework. This is a hands-on individual contributor role with visible impact across customer experience, operational efficiency, and digital growth.

• 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.