[Hiring] Senior Manager, Revenue Operations @HighLevel

Role Description

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 & LEADERSHIP ALIGNMENT
  • Be the embedded RevOps partner and strategic advisor to Support leadership.
  • Partner with the Sr. Director of RevOps and Support leadership to lead annual and quarterly planning.
  • Own forecasting frameworks for the Support organization.
  • Track actuals against plan with discipline.
  • Lead monthly and quarterly business reviews for Support leadership.
  • Build financial models and business cases that support investment decisions.
  • Challenge assumptions with data.
• BUSINESS IMPACT FRAMEWORK — CONNECTING SUPPORT TO REVENUE OUTCOMES
  • Design and own the analytical framework that connects Support activity and quality to downstream customer outcomes.
  • Quantify the business impact of Support at the leadership level.
  • Build the early warning system for customer health signals.
  • Identify recurring ticket patterns revealing product gaps.
  • Feed Support intelligence into the broader GTM customer lifecycle analytics layer.
  • Establish Support as a strategic contributor to retention decisions.
• SUPPORT OPERATIONS — PERFORMANCE MANAGEMENT & ANALYTICS
  • Own the KPI framework for the Support organization.
  • Build and maintain the analytics infrastructure for Support leadership.
  • Track performance across L1, L2, and L3 tiers.
  • Own channel performance analytics.
  • Build cost efficiency models.
  • Design and govern the operating cadences for Support leadership.
• AI & AUTOMATION — STRATEGIC OPERATIONS
  • Own the RevOps operational layer for the Support AI bot.
  • Build the measurement framework for AI deflection and resolution.
  • Work with the AI/Innovation team on continuous improvement priorities.
  • Identify where automation can reduce manual operational overhead.
  • Partner with the AI/Innovation team on the roadmap for Support AI expansion.
• Process Design, Systems & Data Infrastructure
  • Audit and redesign operational workflows across the Support organization.
  • Define and govern handoff standards between Support tiers.
  • Design process documentation standards for the Support organization.
  • Lead change management for new processes and systems.
  • Identify and eliminate operational redundancies.
  • Partner with the RevOps systems team and the AI/Innovation team.
  • Own data integrity for the Support organization.
  • Define requirements for tooling investments.

Qualifications

• Exceptional analytical rigor with the ability to engineer complex fiscal models.
• Strategic visionary with deep tactical expertise.
• Executive presence to influence senior leadership.
• Deep experience navigating sophisticated service-centric ecosystems.
• Proficient in optimizing AI-driven automation workflows.
• Instinctively proactive with a disciplined approach to operational trends.
• Exceptional people leader dedicated to cultivating high-performing teams.
• Thrive within institutional ambiguity.

Requirements

• 10+ years of professional trajectory within Revenue, Support, or Customer Success Operations.
• Tier-1 MBA or a background in management consulting is highly preferred.
• Proven architect who has designed and scaled support operations infrastructure.
• Deep expertise in establishing the causal nexus between service excellence metrics and quantifiable outcomes.
• Operational mastery of AI-driven automation workflows.
• Significant experience navigating high-velocity SaaS landscapes.
• Formal certifications are secondary to a documented history of impact.

Benefits

• Remote work flexibility.
• Competitive salary and performance bonuses.
• Health, dental, and vision insurance.
• Professional development opportunities.
• Collaborative and innovative work environment.