Business Process Lead, Digital & Service Experience

About the role

For our client, we are seeking a Business Process Lead, Digital & Service Experience to join the team of a leader in the Enterprise Technology space. This role will shape and govern business processes that support digital commerce, account self-service, and service experience across evolving customer journeys. The position partners closely with digital, customer success, and delivery teams to define future operating models, translate process design into system requirements, and strengthen execution across current and future-state platforms. It is well suited for someone who can bridge strategic design work with hands-on operational detail while driving alignment across stakeholders. The work will also help establish foundational practices for a newly created function with meaningful visibility and growth potential. Location: Remote - US based candidates only, no visa sponsorship available.

Pay

$110,000 – $130,000 annually

Responsibilities

• Own and maintain detailed documentation of account self-service and service experience capabilities as operations evolve.
• Facilitate working sessions with digital teams to document current processes and design future operations.
• Translate future-state processes into system requirements for delivery teams, ensuring alignment with design intentions.
• Manage two parallel delivery tracks: current systems and future platform builds, integrating lessons learned into ongoing work.
• Own change management activities, ensuring stakeholder readiness and training for process changes, and define performance metrics post-launch.
• Maintain documented agreements with peer teams to ensure clear handoffs between value streams.
• Design the digital commerce operating model, managing eligibility and pricing enforcement for new product-led motions.

Qualifications

• 5+ years in business process design, business analysis, business architecture, or operations in a relevant domain.
• Direct experience building or scaling self-serve commerce or product-led growth motions, including funnel instrumentation and conversion measurement.
• Proven ability to decompose business capabilities into multi-level structures.
• Strong facilitation skills engaging cross-functional business stakeholders at a director level.
• Experience translating business process requirements into system requirements for technical teams.

Benefits

• Opportunity to shape and build a practice within a newly created function.
• Work alongside top leadership in digital and customer success to impact product development.
• Engagement in diverse operational tasks and strategic design work in tandem.
• Potential for career growth by establishing foundational practices in digital commerce.