Business Process Lead, Digital & Service Experience
Core
Own end-to-end design of customer-facing digital and service experiences across commerce, self-service, and support processes, balancing operational ownership with new product-led capability development.
Role type
Senior individual contributor business process lead (digital commerce & service experience)
Builds
Self-service commerce experiences (trials, in-app purchases, upgrades), process maps, system requirements, and target operating models
Domain
Digital commerce, product-led growth, customer service operations
Deliverable
product features
Required skills
Business process design, capability decomposition, system requirements translation, stakeholder facilitation, change management, process metrics definition, governance design
Preferred skills
Self-service commerce scaling, trial-to-paid conversion design, digital product management, support operations, Salesforce B2B Commerce, WSJF/RICE frameworks
Technologies
Salesforce B2B Commerce, Experience Cloud, payment gateways
Responsibilities
Maintain L2/L3 capability decompositions for self-service and portals; Facilitate sessions to document current-state and design future-state operating models; Translate process designs into system requirements for engineering; Manage parallel delivery tracks for production and next-gen platforms; Lead change management and adoption activities; Define and monitor process performance metrics; Design target digital commerce operating models; Define processes for product-led motions (trials, upgrades); Maintain capability-level build plans; Retire assisted processes as digital capabilities mature
Seniority
Senior, hands-on IC
