Sr. Manager, Revenue Operations (Support)

Position: Sr. Manager, Revenue Operations

Location: India

Schedule: 2pm - 11PM IST

Our People

With over 2000+ team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

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 & 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.

The rest of this description is on the employer’s own page.