Associate Director – Product Strategy, Operations

13 hours ago

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HighLevel

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SaaS • Marketing • B2B

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

201 - 500 employees

Founded 2018

☁️ SaaS

🤝 B2B

💰 Series A on 2021-11

📋 Description

• Collaborate with Leaders and Define Metrics, Frameworks & Targets : Support the definitions, measurement methodologies, and performance targets for TTP, churn, and NPS in partnership with Data and Product Analytics.Build and maintain the source-of-truth dashboards, cohort views, and experimentation guardrails that guide decision-making. • Drive Cross-Functional Programs : Lead cross-functional initiatives across Product, Engineering, CS, Support, Marketing, and RevOps to improve activation, retention, and sentiment.Translate company priorities into structured programs with clear owners, timelines, and measurable outcomes. • Global Collaboration with Product & Platform Leaders : Collaborate with Product leadership, offering data-backed recommendations on platform and core product investments.Support product teams in prioritisation, opportunity sizing, experiment design, and defining success metrics. • Insights, Research & Competitive Intelligence : Develop a deep understanding of customer journeys, use cases, and JTBD (Job to be done) for agencies and SMBs.Conduct root-cause analysis on churn and NPS drivers by synthesising qualitative feedback and quantitative usage data. • Planning & Governance : Contribute to quarterly and annual planning for TTP, Churn, and NPS programs aligned to company OKRs. Establish and run operational cadences (reviews, stand-ups, post-mortems) to maintain alignment and accountability & Present progress

🎯 Requirements

• Individual Contributor with 8–12 years of total experience, with: Significant time in Product Strategy, Strategy & Operations, BizOps, Product Analytics, or Management Consulting for a high-growth B2B SaaS company. • At least 3–5 years of experience working on cross-functional programs and mentoring team members. • Prior experience working closely with Product Management and/or Customer Success on customer experience, adoption, or retention programs. • Strong familiarity with product-led growth, B2B2SMB, or multi-tenant Global SaaS environments; exposure to CRM, marketing automation, or workflow platforms is a plus. • Strong analytical and data-driven mindset, comfortable with funnels, cohorts, retention metrics, experimentation, and self-serve analysis (SQL/BI). • Deep customer empathy with experience interpreting research, surveys, interviews, and support insights. • Should be able to zoom out for long-term planning and zoom in to drive execution and process improvement. • Excellent program management skills with the ability to structure ambiguity, align stakeholders, and deliver outcomes. • Highly influential communicator who drives change without authority and presents effectively to senior leadership. • Systems-oriented approach, building scalable frameworks, processes, and feedback loops adopted across teams.

🏖️ Benefits

• EEO Statement: The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government record keeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.