Sr. Manager, Revenue Operations

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

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 — 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 — 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 and govern handoff standards between Support tiers and between Support and other GTM functions — ensuring customers do not fall through the cracks as they move between channels and teams
• Design process documentation standards for the Support organization — every key workflow should be documented, version-controlled, and accessible
• Lead change management for new processes and systems — adoption is the measure of success, not design
• Identify and eliminate operational redundancies — the Support organization operates at a scale where small inefficiencies compound significantly
• Partner with the RevOps systems team and the AI/Innovation team to ensure the Support organization has the tools, data pipelines, and automation infrastructure it needs to operate at scale
• Own data integrity for the Support organization — clean metric definitions, consistent tagging and categorization, and reliable reporting pipelines across all support platforms
• Define requirements for tooling investments — translating operational needs into clear specifications for build vs. buy decisions

What You’ll Bring:

• Possess exceptional analytical rigor with the ability to engineer complex fiscal models, operational frameworks, and bottom-line impact evaluations from the ground up
• Act as a strategic visionary possessing deep tactical expertise, capable of architecting long-range directions while simultaneously mastering granular execution
• Demonstrate the executive presence required to influence senior leadership, leveraging data-driven skepticism to foster institutional alignment and challenge status-quo assumptions
• Deep experience navigating sophisticated service-centric ecosystems and omnichannel engagement platforms such as Freshdesk, Zoom, or similar enterprise solutions
• Proficient in optimizing AI-driven automation workflows , maintaining a sharp focus on distinguishing verified problem resolution from superficial ticket deflection
• Instinctively proactive, with a disciplined approach to surfacing critical operational trends and risks before they escalate into urgent bottlenecks
• Exceptional people leader dedicated to cultivating high-performing analyst cohorts through extreme ownership, rigorous standards, and strategic foresight
• Thrive within institutional ambiguity, possessing the architect’s mindset to transform unstructured challenges into scalable, high-fidelity organizational structures

Experience/Education/Certifications Required:

• Possess 10+ years of professional trajectory within Revenue, Support, or Customer Success Operations, demonstrating significant mastery in managing high-volume, client-centric GTM ecosystems
• Tier-1 MBA or a background in management consulting is highly preferred, emphasizing the analytical rigor required to engineer solutions for complex operational bottlenecks and engage leadership with executive clarity
• Proven architect who has designed and scaled support operations infrastructure within expansive, enterprise-grade environments from the ground up
• Deep expertise in establishing the causal nexus between service excellence metrics and quantifiable bottom-line outcomes like customer retention and revenue health
• Operational mastery of AI-driven automation workflows , with a disciplined focus on verifying resolution throughput, quality auditing, and deflection efficacy
• Significant experience navigating high-velocity SaaS landscapes where scaling requires the ability to architect robust frameworks while managing real-time institutional ambiguity
• Formal certifications are secondary to a documented history of driving high-fidelity organizational impact and strategic foresight