Senior Manager, Revenue Operations

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

💹 Revenue Operations

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

💰 Series A on 2021-11

Consulting • Logistics • SaaS

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.

📋 Description

• Partner with the Sr. Director of RevOps and Support leadership on annual and quarterly planning • Own Support forecasting frameworks, including ticket volumes, channel mix, resolution capacity, and cost-per-resolution • Track actuals against plans, identify deviations and root causes, and provide forward-looking recommendations • Lead monthly and quarterly business reviews for Support leadership • Build financial models and business cases for tooling, AI capabilities, channels, and headcount investments • Design an analytical framework linking Support activity and quality to retention, churn, and customer lifetime value • Quantify Support's business impact in revenue and retention terms • Build early-warning systems for customer health signals • Identify product gaps, friction points, and customer experience failures from ticket patterns • Feed Support intelligence into GTM customer lifecycle analytics • Own Support KPI frameworks covering CSAT, turnaround time, resolution quality, first contact resolution, escalation rates, and tier distribution • Build and maintain analytics infrastructure for team and channel performance • Track L1, L2, and L3 performance and escalation patterns • Own analytics for chat, platform, and live Zoom channels • Build cost-efficiency models by resolution, channel, and tier • Govern weekly business reviews, performance reviews, and escalation processes • Own operational measurement for the Support AI bot, including deflection, customer satisfaction, and resolution quality • Distinguish AI deflection from verified AI resolution • Partner with AI/Innovation on continuous improvement and Support AI expansion • Identify and implement RevOps automations • Audit and redesign ticket routing, triage, escalations, and resolution workflows • Define handoff standards between Support tiers and GTM functions • Establish version-controlled process documentation • Lead change management for processes and systems • Eliminate operational redundancies • Partner with RevOps Systems and AI/Innovation on tools, data pipelines, and automation infrastructure • Own data integrity, metric definitions, tagging, categorization, and reporting pipelines • Define tooling requirements for build-versus-buy decisions

🎯 Requirements

• 10+ years of professional experience in Revenue, Support, or Customer Success Operations • Significant mastery in managing high-volume, client-centric GTM ecosystems • Tier-1 MBA or background in management consulting highly preferred • Proven experience designing and scaling support operations infrastructure in enterprise-grade environments • Deep expertise connecting service excellence metrics to customer retention and revenue outcomes • Operational mastery of AI-driven automation workflows, including resolution throughput, quality auditing, and deflection efficacy • Significant experience in high-velocity SaaS environments • Exceptional analytical rigor and ability to build complex fiscal models and operational frameworks • Deep experience with service-centric ecosystems and omnichannel engagement platforms such as Freshdesk, Zoom, or similar enterprise solutions • Proficiency optimizing AI-driven automation workflows • Executive presence and ability to influence senior leadership with data-driven insights • People leadership experience cultivating high-performing analyst cohorts • Ability to transform ambiguous challenges into scalable organizational structures • Formal certifications are secondary to documented organizational impact and strategic foresight • Must be based in India • Availability for 2pm–11pm IST schedule

🏖️ Benefits

• Global, remote-first work environment • Opportunity to work with a global team across 15+ countries • Employee India commitment