Product Operations Specialist - CRM

About HighLevel

Founded in 2018, HighLevel Inc. (www.gohighlevel.com) is a B2B SaaS platform focused on marketing agencies and entrepreneurs. Our goal is to be a comprehensive solution for managing all types of businesses. Our clients include digital marketing agencies, ad agencies, SEO agencies, call centers, sales agencies, affiliate marketers, white-label software sellers, and freelancers. We serve a variety of niches such as real estate, dental & medical, local businesses, e-commerce, professional services, home services, digital courses & community managers, social media influencers, and field services. Our platform includes various product areas such as CRM, funnel builder, website builder, forms & surveys, WordPress hosting, email marketing, telephony, reviews management, omni-box communications, social media, invoicing & payments, and more. We serve over 70,000 agencies and 600,000 small & medium businesses, supported by a 1,200+ strong remote team across 15 countries.

We encourage you to learn more about our platform on our YouTube channel (https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g)

About the Team

Currently we have millions of sales funnels, websites, attributions, forms and survey tools for lead generation. Our B2B customers use these tools to bring in the leads to the HighLevel CRM system. We are working to continuously improve the functionality of these tools to solve our customers’ business needs. In this role, you will be expected to be autonomous, guide other developers who might need technical help, collaborate with other technical teams, product, support and customer success.

Why should you join us?

At HighLevel, we foster an exciting and dynamic work environment driven by a passionate team. We believe in a collective responsibility where no task is considered someone else's job. Our unwavering focus is on providing value to our users, and we achieve this by delivering solutions swiftly through lean principles, allowing us to bring products to market in a matter of weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high standard of innovation. We prioritise the well-being of our team, recognizing that by taking care of them, they can better serve our users. We embrace the concept of continuous and iterative improvement, understanding that progress is an ongoing journey. We are also a well funded & profitable company. 

Join us at High Level, and you will have the opportunity to learn the intricacies of scaling a B2B SaaS startup and develop impactful products that cater to the needs of our customers.

Key Responsibilities

Data Analysis & Reporting

- Monitor and analyze key performance indicators (KPIs) to uncover actionable insights for product improvements.

- Create and maintain dashboards and reports to ensure stakeholders have visibility into product performance.

User Research & Customer Enablement

- Organize and analyze user research interviews, surveys, beta tests, and feedback to uncover growth opportunities.

- Develop detailed support articles and resources to empower customers to work autonomously and reduce support ticket volume.

Product Launch Planning & Execution

- Oversee product launch activities, ensuring seamless coordination across teams.

- Conduct post-launch analysis to identify opportunities for improvement.

Stakeholder Communication & Collaboration

- Facilitate effective communication between product teams and stakeholders regarding project updates and expectations.

- Maintain a knowledge transfer cadence with Support and Success teams to keep them informed about initiatives and roadmaps.

Qualifications:

- 2+ years of experience in Product Operations, Operations, Data Analytics, or related fields

- Proven experience working with cross-functional teams (e.g., Engineering, Design, Product Management, Support & Success)

Technical Skills

- Proficiency in data analysis and visualization tools (e.g., Excel, PowerBI, Tableau, Pendo/MixPanel)

- Experience with project management tools (e.g., ClickUp, Freshdesk, JIRA)

Soft Skills

- Strong ability to assess risks and provide actionable recommendations

- Excellent communication skills to translate business requirements into non-technical & technical terms

- Detail-oriented with strong organizational and multitasking skills

EEO Statement

At HighLevel, we value diversity. In fact, we understand it makes our organisation stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.