Sr. Manager, Revenue Operations (Support)

Position: Sr. Manager, Revenue Operations Location: India Schedule: 2pm - 11PM IST About us HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. Our people With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. Our impact Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. 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 tha