Sr. Manager, Revenue Operations

3 weeks, 4 days ago
Full-time
Lead
Business Intelligence
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised

Description

  • Lead annual and quarterly Support planning, forecasting, business reviews, and investment modeling.
  • Build frameworks linking Support activity and quality to retention, churn, customer health, and lifetime value.
  • Own Support KPI definitions, performance analytics, channel and tier reporting, and cost-efficiency models.
  • Establish operating cadences for performance management, escalation governance, and leadership alignment.
  • Measure Support AI performance, distinguishing ticket deflection from verified problem resolution.
  • Partner with AI, Innovation, Product, GTM Strategy, and RevOps Systems teams on automation and capability roadmaps.
  • Audit and redesign Support workflows, escalation paths, handoffs, documentation, and operational standards.
  • Lead change management and eliminate process redundancies across Support operations.
  • Own Support data integrity, metric definitions, tagging standards, reporting pipelines, and tooling requirements.
  • Develop and lead high-performing analyst teams while influencing senior leadership with data-backed recommendations.

Requirements

  • 10+ years of experience in Revenue Operations, Support Operations, or Customer Success Operations within high-volume, client-centric GTM environments.
  • Experience designing and scaling enterprise-grade Support operations infrastructure from the ground up.
  • Strong analytical expertise in financial modeling, operational frameworks, forecasting, and business-impact analysis.
  • Demonstrated ability to connect service metrics with customer retention, churn, revenue, and lifetime value outcomes.
  • Experience with sophisticated service and omnichannel platforms such as Freshdesk, Zoom, or similar tools.
  • Expertise in AI-driven Support automation, including resolution measurement, quality auditing, and deflection analysis.
  • Experience in high-velocity SaaS organizations and navigating ambiguity while building scalable processes.
  • Ability to influence senior leadership, challenge assumptions, and communicate data-driven recommendations.
  • Exceptional people leadership skills and experience developing high-performing analyst teams.
  • Tier-1 MBA or management consulting background preferred; formal certifications are secondary to demonstrated impact.

Benefits

  • Remote-first work environment.
  • Work location in India with a 2:00 PM–11:00 PM IST schedule.
  • Opportunity to work with a global team of 2,000+ employees across 15+ countries.
  • Equal Opportunity Employer with voluntary demographic information collection for compliance purposes.

Interested in this position?

Apply directly on the company website

Apply Now

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