Business Process Lead, Digital & Service Experience
Core
Own end-to-end design of customer-facing digital and service experience, including commerce, account self-service, and partner portals, while managing live operational processes and building new product-led digital commerce capabilities.
Role type
Senior Business Process Lead (Digital & Service Experience)
Builds
Customer and partner portals, self-service commerce motions (trials, in-app purchase, upgrades), and service experience functions.
Domain
SaaS / IT Management / Cybersecurity
Required skills
Business process design, Business analysis, Business architecture, Process decomposition, Cross-functional facilitation, Requirements translation, Change management, Stakeholder impact assessment, Process performance metrics, Capability-level build planning
Preferred skills
Product-led growth (PLG) motion building, Trial-to-paid conversion design, Digital product management, eCommerce product management, Case deflection design, Identity and profile management, Salesforce B2B Commerce, Salesforce Service Cloud, Experience Cloud, Payment gateway integrations, WSJF/RICE prioritization frameworks
Technologies
Salesforce B2B Commerce, Salesforce Service Cloud, Experience Cloud, Payment gateways
Responsibilities
Decompose business capabilities into detailed structures; Facilitate working sessions to document and design processes; Translate process designs into system requirements; Support parallel delivery tracks for current and next-gen systems; Own change management and adoption; Design target digital commerce operating models; Maintain capability-level build plans.
Seniority
Senior, hands-on IC
