Business Process Lead, Digital & Service Experience

Position Summary 

The Business Process Lead, Digital & Service Experience owns the end-to-end design of our customer-facing digital and service experience — commerce, account self-service, our customer and partner portal, and the service function that supports customers across those channels. This position carries both live operational ownership of processes running in production today and the design and build of a genuine product-led digital commerce capability that does not yet exist. What exists today is an account and billing self-service surface; building an actual product-led commerce motion — trials, in-app purchase, and self-serve upgrade — is the central mandate of this role. 

Importantly, this role owns the business capabilities in this scope — their definition, design, decomposition, and governance — in close partnership with the business teams that operate the underlying functions day to day. It does not own those functions themselves; success depends on heavy partnership with business and technology leads rather than on direct authority. This is a hands-on, individual-contributor role: the person hired personally facilitates working sessions, maps processes, writes requirements, and stays engaged through delivery and adoption. It also sits within a newly created function whose standards are still being defined, and is a strong opportunity for someone who wants to build a practice rather than execute within an established one. Because this role spans live operational processes with service-level expectations attached and net-new capability design with no existing internal playbook, it requires someone comfortable holding both kinds of work simultaneously and deliberately protecting time for design work even when operational demands feel more urgent. 

Key Responsibilities 

• Own and continuously maintain a detailed (L2/L3) decomposition of account self-service, portal, commerce, and service-experience capabilities, keeping documentation accurate as the operating model and systems landscape evolve, and using standards shared across the Business Process Lead team.
• Facilitate structured working sessions with the digital team and Customer Success leadership to document how processes work today and design how they should work going forward, producing process maps, documented decisions, and requirements a technical team can act on without extensive follow-up.
• Translate future-state process designs into system requirements, partner with Product Owners and Engineering Leads through design, build, and testing, and confirm that what gets delivered reflects the intended process design.
• Support two parallel delivery tracks — current, in-production systems and the next-generation platform build — correctly identifying which track an incoming request belongs to, and ensuring lessons learned in day-to-day operations are reflected back into documentation and forward-looking design work.
• Own change management, enablement, and adoption for process changes in this value stream — stakeholder impact assessment, readiness planning, training materials, and post-launch verification that new processes are being used as intended — and define and report the process performance metrics that show whether they are working.
• Hold and maintain documented agreements at shared boundaries with peer Business Process Leads, so handoffs between value streams are explicitly agreed rather than assumed.
• Design the target digital commerce operating model — which products, customer segments, and transaction types become available for self-service purchase and in what sequence — and the business process behind new product-led motions including trials, in-app purchase, and self-serve upgrade, resolving eligibility, entitlement, pricing enforcement, and approval logic before anything is built.
• Maintain a capability-level build plan that sequences dependencies against the other BIS value streams so digital and core system readiness arrive together, explicitly defining whether and when an assisted process is retired once a digital capability supersedes it, and own the capability design for the customer service experience in partnership with Customer Success and Support leadership. 

Required Qualifications 

• Direct experience building or scaling a self-serve commerce or product-led growth motion — trial-to-paid conversion, in-product purchase, or self-serve upgrade — including funnel instrumentation and conversion measurement. Experience limited to account or billing self-service portal work, or to general process documentation without direct commerce-building experience, is not sufficient for this role.
• 5+ years of experience in business process design, business analysis, business architecture, or operations in a relevant domain.
• Demonstrated experience decomposing business capabilities into detailed, multi-level structures.
• Strong facilitation skills with cross-functional business stakeholders, including experience working at a director level.
• Experience translating business process requirements into system requirements for a technical delivery team, along with strong documentation habits. 

Preferred Qualifications 

• Direct experience standing up a new digital commerce or product-led motion within a business that previously sold only through an assisted sales model.
• Trial design and trial-to-paid conversion experience, including eligibility, entitlement, and conversion instrumentation.
• Digital product or eCommerce product management experience, including running experiments and iterative product releases.
• Support operations and case deflection design experience, including knowledge management and escalation design.
• Identity, login, and profile management experience in a customer-facing digital product, and account or billing self-service portal operations experience.
• Familiarity with 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.