Sr. Manager, Revenue Operations (Support)

Position: Sr. Manager, Revenue Operations Location : India Schedule: 2pm

• 11PM IST About us HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. Our people With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. Our impact Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our YouTube Channel or Blog Posts Who You Are: You are a high-level strategic architect who combines rigorous analytical frameworks with deep tactical expertise to navigate HighLevel's most intricate workflows. Rather than overseeing static processes, you thrive on architecting the future of the organization. Your dual-track capabilities allow you to design long-range operational strategies while meticulously optimizing granular technical bottlenecks. You possess the executive presence to influence senior leadership through data-backed insights, fostering consensus across departments. Furthermore, you distinguish meaningful automated outcomes from mere deflection, maintaining a sharp focus on quantifiable success metrics. What You’ll Be Doing:

Strategic Partnership

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Leadership Alignment

You are the embedded RevOps partner and strategic advisor to Support leadership. Your mandate is to make the Support organization more effective by owning the operational and analytical layer that connects their work to business outcomes.

• Partner with the Sr. Director of RevOps and Support leadership to lead annual and quarterly planning — building bottoms-up operational plans grounded in real capacity drivers and demand signals
• Own forecasting frameworks for the Support organization — ticket volume projections, channel mix trends, resolution capacity, and cost-per-resolution modeling
• Track actuals against plan with discipline — identify deviations early, understand root causes, and bring forward-looking recommendations rather than backward-looking reports
• Lead monthly and quarterly business reviews for Support leadership — owning the narrative, surfacing strategic gaps, and driving prioritized action
• Build the financial models and business cases that support investment decisions — new tooling, AI capability expansions, channel investments, and headcount planning
• Challenge assumptions with data — if Support leadership is making prioritization decisions based on instinct or anecdote, your job is to stress-test them with rigour and evidence

Business Impact Framework

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Connecting Support to Revenue Outcomes

This is one of the most strategically important mandates in this role. Support at HighLevel operates at scale — but the connection between support quality and the business outcomes that matter most (customer retention, lifetime value, churn) has not been formally built. You will build it.

• Design and own the analytical framework that connects Support activity and quality to downstream customer outcomes — retention rates, churn signals, and customer lifetime value
• Quantify the business impact of Support at the leadership level — translating operational metrics into revenue and retention outcomes that resonate at the executive level
• Build the early warning system that gives Support leadership visibility into customer health signals emerging through support interactions — before they become retention problems
• Identify where recurring ticket patterns reveal product gaps, friction points, or customer experience failures — and surface structured findings to Product and GTM leaders with clear business impact framing
• Feed Support intelligence into the broader GTM customer lifecycle analytics layer, in partnership with the GTM Strategy function
• Establish Support as a strategic contributor to retention decisions — not just an operational function measured on speed and volume

Support Operations

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Performance Management

& ANALYTICS The Support organization runs a sophisticated tiered operation across multiple channels and time zones. Building the RevOps layer that gives leadership real-time operational intelligence is a core deliverable of this role.

• Own the KPI framework for the Support organization — defining what good looks like across CSAT, turnaround time, resolution quality, first contact resolution, escalation rates, and tier distribution
• Build and maintain the analytics infrastructure that gives Support leadership visibility into team and channel performance at the granularity they need to make operational decisions
• Track performance across L1, L2, and L3 tiers — identifying where escalation patterns reveal training gaps, process breakdowns, or product complexity issues
• Own channel performance analytics — how are ticket volumes, resolution rates, and customer satisfaction scores distributed across chat, platform, and live Zoom channels, and what does the optimal channel mix look like
• Build cost efficiency models — cost per resolution, cost by channel, cost by tier — enabling leadership to make evidence-based decisions about where to invest and where to optimize
• Design and govern the operating cadences that keep Support leadership aligned, informed, and action-oriented — weekly business reviews, performance reviews, and escalation governance AI & AUTOMATION —

Strategic Operations

HighLevel has deployed AI-assisted support tooling that is already delivering meaningful results at scale. This role is responsible for ensuring that investment continues to grow in impact — not just in volume.

• Own the RevOps operational layer for the Support AI bot — tracking deflection performance, measuring impact on customer satisfaction and resolution quality, and identifying where AI is creating gaps versus solving them
• Build the measurement framework that distinguishes between AI deflection (a ticket was not raised) and AI resolution (a customer's problem was actually solved) — and track both with rigour
• Work with the AI/Innovation team on continuous improvement priorities — bringing structured operational findings, edge cases, and quality gaps that should inform the next phase of AI capability development
• Identify where automation can reduce manual operational overhead within the Support RevOps function itself — and implement those automations proactively
• Partner with the AI/Innovation team on the roadmap for Support AI expansion — providing the operational intelligence and requirements that should shape future AI investments Process Design, Systems & Data Infrastructure
• Audit and redesign operational workflows across the Support organization — from ticket routing and triage logic to escalation pathways and resolution standards
• Define an