Business Process Lead, Digital & Service - Remote

About Kaseya

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.

We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.

At Kaseya, we don't just raise the bar. We build it.

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.

• 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…