HighLevel

Compliance

• Own and lead the enterprise ITGC strategy and operating model, in consultation with the Chief Accounting Officer and SOX Compliance function
• Develop, maintain, and continuously evolve the ITGC framework, including application controls, aligned to business growth and regulatory expectations.
• Establish governance and accountability for all ITGCs across IT, Engineering, and cloud platforms.
• Inventory all systems and tools that support financial reporting (either directly or indirectly) and define risk-based tiering and prioritisation.
• Drive implementation of IT general controls and application controls across the enterprise, system-by-system, based on the prioritised risk profile.
• Ensure high-quality documentation, testing readiness, and continuous improvement of IT control processes.
• Identify, assess, and proactively manage IT and technology-related SOX risks, ensuring appropriate preventive and detective controls are in place.
• Serve as the primary executive owner for internal and external IT audits, SOX reviews, and control assessments.
• Partner cross-functionally with Engineering, Product, Security, Finance, and Compliance to ensure integrated and scalable risk management
• Oversee the day-to-day effectiveness of ITGC operations, including access management, change control, batch processing, backup and recovery, logging, and cloud configuration controls for in-scope systems.
• Exercise authority to enforce ITGC requirements, including requiring remediation, escalating non-compliance, and pausing or blocking changes or releases that introduce SOX control risk.
• Embed ITGC requirements into CI/CD pipelines, infrastructure-as-code, cloud platforms, and automated access workflows to ensure controls are preventive, repeatable, and scalable.
• Own remediation strategy and execution for ITGC deficiencies, including prioritization, root-cause resolution, validation of fixes, and prevention of repeat findings.
• Maintain accountability for long-term control durability, ensuring controls remain effective as systems, platforms, and delivery models evolve.
• Build, mentor, and scale the ITGC function, including future team growth as the company scales.

Director – IT Compliance

Manager

• Manage a team of Managers of Customer Success focused on product implementation, solutions services, customer health indicators related to churn, adoption, and satisfaction.
• Ensure all team members consistently meet departmental standards and objectives to drive optimal customer retention.
• Lead your team of Managers, Customer Success and their teams, and ensure they are successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics.
• Support the organizational goals and participate in planning to execute business activities such as staffing, goal setting, training & knowledge opportunities and resource planning.
• Create, lead and ensure your managers and teams are successful by coaching, developing, inspiring, motivating, encouraging and holding them accountable against established KPIs, SOPs, playbooks, road maps, policies and procedures.
• Measure and provide detailed analysis on success against team’s growth KPIs and metrics, continually maintain team’s accurate data.
• Conduct consistent and impactful performance conversations, conflict management and coaching sessions with team members and managers.
• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted.
• Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience. Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement.
• Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving.
• Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement and maintain strong customer satisfaction ratings and retention through quality assurance of team’s impact.
• Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes.
• Ensure automations and internal processes are successful and impactful and functioning properly.
• Partner with the Head of Customer Success regarding forecasting, budget management, optimization of talent and resources, and the impact.
• Continued optimization of current process and future ideals.
• Manage (to completion) projects involving complex work streams and cross-functional collaboration with internal departments to create and confirm efficient workflows and relationships and ensure visibility and alignment.
• Be the “voice of the customer” to improve customer service quality results by collaborating with your team of managers to study, evaluate, and redesign processes; establish and communicate service metrics; monitor and analyze results; and implement changes and improvement methods to enhance customer experience.
• Proactively drive business improvements based on customer feedback, churn risk criteria, new features and customer implementations.
• Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers (customer complaints, CSAT results and relationships to assure customers satisfaction), or from other HighLevel functions.
• Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, transitions and other opportunities.
• Managing and engagement efforts with enterprise accounts, as needed.
• Collaborate with the product team by providing status updates and customer feedback, while prioritizing customer features and requests.
• Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations and drive educational materials or workshops for the team.
• Creating training and implementing new functional teams, as needed.
• Other duties may be assigned and/or modified as business needs change.

Senior Manager, Implementation

Account Manager

• Lead, coach, and empower the Account Management team to consistently achieve KPIs, fostering a positive, high-performance culture built on accountability, collaboration, and growth.
• Conduct impactful performance conversations, providing constructive feedback, managing conflicts, and guiding team members and junior managers toward career development goals.
• Analyze and interpret data to identify trends, measure success against KPIs, and translate insights into actionable strategies for improving team performance and customer outcomes.
• Provide technical resources, problem resolution, and corrective action plans as needed to support your team and ensure customer success.
• Act as an escalation point for high-severity customer or team issues, ensuring timely resolution and exceptional client experience.
• Own hiring, team design, career development, and performance reviews to build a strong pipeline of talent and future leaders within the AM organization.
• Support Enterprise engagement strategy, ensuring Senior Account Managers and the broader team are equipped to manage and scale HighLevel’s largest and most strategic accounts.
• Lead Team Meetings weekly.
• Partner cross-functionally with Sales, CS, Product, and RevOps to maintain account health, drive renewals, and ensure expansion readiness.
• Collaborate with the operations specialist to execute sales programs, provide training, and monitor team performance, ensuring continuous improvement.
• Champion a customer-first mindset, ensuring client feedback is captured and shared to inform product enhancements and process decisions.

Manager, Account Management

Analyst

• Assist in screening, prioritizing, and documenting inbound M&A opportunities.
• Manage NDAs and coordinate initial information requests with potential sellers.
• Conduct early-stage research on companies, markets, and competitive landscapes.
• Prepare concise deal briefs and summaries to support leadership evaluation.
• Coordinate communication across internal stakeholders (Finance, Legal, Comms, Product, Ops).
• Track diligence requests, documentation, and timelines across multiple deals simultaneously.
• Keep process documentation and opportunity trackers updated and organized.
• Ensure all stakeholders have visibility into deal status, dependencies, and outstanding items.
• Support financial modeling by gathering data, maintaining assumptions, and building components with guidance.
• Analyze revenue, margins, KPIs, and financial statements to evaluate opportunities.
• Assist in valuation work, scenario analysis, and comparative deal assessments in partnership with Finance.
• Support transaction execution tasks, including documentation, communications, and timeline tracking.
• Assist in drafting internal memos, diligence summaries, and presentation materials.
• Provide structured support on risk, compliance, and process-related tasks as you gain experience.

Business Strategy and Development Analyst

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.
• Lead to ensure your team is successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics.
• Support and identify process improvements and alternative solutions to drive team efficiency, productivity and engagement Being able to interpret data that translates into action to improve the team
• Conduct consistent and impactful performance conversations, conflict management, constructive/subjective feedback, and coaching with team members, leads, and managers while fostering a high-performance culture that inspires the desire to succeed.
• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted.
• Developing and issuing warnings and corrective action plans, as required.
• Effectively build the morale of a group in a team setting that fosters the successful completion and achievement of team goals.
• Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving.
• Lead any escalation concerns high-severity issues encountered by customers and team members, whether originating from within the team, directly from customers, or from other HighLevel departments.
• Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.
• Other duties may be assigned and/or modified as business needs change.

Manager, Trial Experience – SaaS

QA Engineer

• Define and execute the overall Quality Engineering vision, strategy, and roadmap aligned with organizational goals
• Design, implement, and evolve advanced test strategies, automation frameworks, and quality best practices for large-scale SaaS applications
• Drive the adoption of an Automation-First approach by building robust automated test platforms and internal developer tooling that accelerate innovation and increase engineering velocity
• Lead the transition toward Test-Driven Development (TDD) and shift-left testing practices integrated seamlessly within CI/CD pipelines
• Own end-to-end quality for multiple products, ensuring consistent quality standards across all offerings
• Drive excellence in non-functional testing, including performance, scalability, reliability, failover, security, and cross-platform compatibility
• Lead, coach, and manage a growing team of Quality Engineers and SDETs, fostering a culture of technical excellence, ownership, and continuous improvement
• Build and scale a multi-disciplinary QA organization covering automation, platform QA, data quality, and performance engineering
• Partner closely with Engineering and Architecture teams early in the design phase to influence system testability, architecture decisions, and quality outcomes
• Establish and maintain clear, data-driven quality metrics, KPIs, and dashboards to provide real-time visibility into release readiness, product stability, and production health
• Act as the final quality authority for major releases and customer-facing deployments

QA Engineering Manager – Lead Gen Team

Data Scientist

• Own HighLevel’s end-to-end data science and product analytics strategy, focused on modeling, experimentation, and insight generation, built on the company’s governed data platform.
• Build and lead a global team spanning data science, applied ML, decision science, and product analytics, partnering closely with data engineering and platform teams to ensure scalability and reliability.
• Collaborate cross-functionally with Product, Growth, Marketing, and Engineering to ensure experiments, models, and insights directly inform product development, GTM decisions, and customer outcomes.
• Leverage the modern data stack (Snowflake, dbt, Atlan, Hex, etc.) to enable advanced analytics, causal inference, and machine learning at scale.
• Oversee product analytics, defining how user behavior, engagement, and retention are measured, instrumented, and interpreted.
• Build and scale experimentation and A/B testing frameworks, ensuring statistical rigor and consistent methodology across 50+ product and marketing teams.
• Establish self-serve experimentation tools and centralized KPI definitions to accelerate data-driven product development.
• Partner with product leadership to translate analytics insights into roadmap prioritization, UX improvements, and feature impact assessments.
• Design, train, and productionize predictive and prescriptive models that optimize retention, churn, pricing, lead scoring, and campaign automation.
• Collaborate with platform teams to build and maintain feature stores, model registries, and evaluation pipelines for reproducibility and compliance.
• Integrate machine learning and generative AI into the HighLevel platform to enhance personalization, automation, and user productivity.
• Define and monitor model performance metrics (e.g., precision, recall, uplift, business ROI) and ensure continuous retraining and quality control.
• Partner with GTM, Finance, and Operations to quantify the impact of models, experiments, and analytics on revenue, efficiency, and customer lifetime value.
• Deliver predictive dashboards, simulations, and causal analyses that complement BI reporting and drive strategic decisions.
• Build forecasting and optimization systems that connect directly to core business metrics like MRR, churn, LTV/CAC, and NPS.
• Provide the analytical backbone for IPO-readiness through measurable, model-driven insights and defensible forecasting.
• Define success metrics for all data science and analytics initiatives and track performance against strategic goals.
• Collaborate with the data platform organization to ensure model governance, lineage, and data quality are enforced within existing pipelines.
• Evangelize statistical literacy, experimental rigor, and causal thinking across all functions to raise decision-making maturity company-wide.
• Foster a culture of curiosity, reproducibility, and accountability in every analytics and modeling effort.

Senior Director – Data Science & Analytics

Product Manager

• Define and drive the product strategy for HighLevel’s mobile platforms.
• Lead and mentor a team of Product Managers across mobile, desktop, and platform surfaces.
• Partner with engineering and design to ship scalable, high-quality experiences.
• Collaborate with GTM, marketing, and support teams to ensure successful launches and adoption.
• Own platform-level decisions that balance speed, consistency, and long-term scalability.
• Ensure tight alignment across agency, client, and community experiences.
• Drive cross-functional clarity and execution across multiple parallel offers.

Group Product Manager – Mobile Platform

• Own the complete lifecycle of Branded Apps, including onboarding, deployment, updates, and retention.
• Act as the primary owner of enablement outcomes for white-label mobile apps, ensuring consistent and high-quality customer experiences.
• Define what “successful onboarding,” “successful delivery,” and “healthy retention” mean for branded apps.
• Design, document, and continuously improve end-to-end enablement workflows for branded mobile apps.
• Define clear KPIs and success metrics for Product Enablement Specialists across onboarding efficiency, deployment SLAs, quality, customer satisfaction, and retention.
• Establish standard operating procedures (SOPs), playbooks, and escalation frameworks.
• Use data and customer feedback to identify bottlenecks and improve enablement performance at scale.
• Coach, and support Product Enablement Specialists in their day-to-day responsibilities.
• Set clear goals, expectations, and performance benchmarks for the team.
• Ensure consistent execution of processes and high-quality customer interactions across the team.
• Work closely with Product, Engineering, QA, Support, and Customer Success teams to ensure smooth app deployments and updates.
• Define feedback loops to capture customer sentiment and identify risks to adoption or retention.
• Own regular reporting on onboarding timelines, deployment success rates, app updates, customer satisfaction, and retention metrics.

Product Enablement Manager

• Own the Creators Product Vision & Strategy – Define and execute the roadmap for HighLevel’s Courses platform, serving 1.1M+ monthly active learners, with a strong focus on engagement, completion, and long-term retention in a B2B2C environment.
• Own the end-to-end learner journey from first course interaction to completion, repeat engagement, and reactivation, identifying drop-offs, friction points, and opportunities to improve learner outcomes and business impact.
• Drive Learner Growth & Monetization – Improve learner adoption, stickiness, and outcomes while supporting revenue expansion through improved course discovery, consumption, and progression experiences.
• Deliver Core Learning Experiences – Lead the end-to-end development of features that enhance course creation, consumption, progress tracking, and learner success at scale.
• Champion UI/UX Excellence – Partner closely with design and engineering to deliver intuitive, accessible, and mobile-friendly learning experiences with a strong emphasis on usability and performance.
• Experiment & Optimize – Design, execute, and analyze A/B tests to validate hypotheses, improve engagement metrics, and optimize learner journeys across web and mobile.
• Scale & Reliability – Continuously improve platform scalability, performance, and reliability to support a large and growing learner base.
• Collaborate Cross-Functionally – Work across engineering, design, data, marketing, and customer-facing teams to drive adoption and elevate learner satisfaction.
• Leverage Data for Decisions – Use analytics and experimentation insights to prioritize roadmap investments and measure product impact.
• Own Outcomes, Not Just Features – Deliver measurable improvements in learner engagement, retention, completion rates, and overall platform growth.

Staff Product Manager – Creators

User Researcher

• Define and own HighLevel’s UX research strategy across the full product lifecycle - from discovery and concept validation to post-launch learning and iteration.
• Investigate the competitive landscape to identify product differentiation opportunities and unmet needs across core SMB segments.
• Focus research on high-leverage decisions, including product sequencing, end-to-end workflows, onboarding, activation, retention, and long-term adoption.
• Own and execute customer research programs, including customer interviews, usability testing, surveys, diary studies, and quantitative signal analysis in partnership with Product and Data.
• Synthesize research into clear, actionable insights that inform product direction, not just surface-level usability improvements
• Build and lead a scalable UX research team (initially small, growing with impact).
• Define roles, career paths, and hiring plans aligned to HighLevel’s growth stage.
• Partner deeply with Product and Design leadership to embed research into planning cycles.
• Act as the voice of the user at senior and executive levels.
• Create repeatable systems for recruiting agencies, SMBs, and global users.
• Translate complex findings into clear narratives that guide strategic decisions.
• Help leaders understand when to invest in UX simplification vs. when complexity is acceptable.

Senior Manager, UX Research

Business Analyst

• Partner with the VP of Support to deliver actionable insights that inform strategic decisions and improve performance.
• Collaborate with the Business Intelligence (BI) team to design, build, and maintain Tableau dashboards that visualize Support performance metrics (CSAT, ticket volume, SLA adherence, handle times, etc.).
• Translate complex datasets into clear narratives and recommendations for Support leadership and front-line managers.
• Gather analytics requirements and ensure dashboards and reports align with evolving business needs.
• Conduct ad hoc and recurring analyses to identify trends, anomalies, and opportunities for operational improvement.
• Act as a consultant to the Support team, advising on data interpretation and best practices for using metrics to drive results.
• Partner with BI and data engineering teams to validate data accuracy and optimize data models.
• Document reporting processes and ensure consistent data governance standards.
• Establish and govern data standards in collaboration with operations leadership to ensure consistent, reliable metrics across teams.

Senior Business Analyst

• Conduct thorough end-to-end quality assurance testing of Tableau dashboards to ensure accuracy, usability, and performance. Identify and document visualization errors, data integration issues, and user experience improvements.
• Examine and optimize SQL queries used for dashboard data sourcing. Ensure queries are free from errors, well documented, and consistent with stakeholder requirements. Perform backend validation. Support QA efforts for data quality checks and validation in both relational and non-relational databases.
• Develop comprehensive test plans and test cases for both new and existing features. Execute detailed test scenarios and maintain meticulous records of tests and outcomes to ensure consistency and repeatability. Work within an Agile framework, contributing to the QA process for user stories and sprints.
• Work to ensure that HighLevel's set of documentation for dashboards and source transformations is as complete and accurate as possible. Maintain a library of reports/dashboards that provides users the ability to easily find reports/dashboards based on the business need.
• Continuously improve the QA testing processes and practices to enhance efficiency and effectiveness. Advocate for best practices in quality assurance, including automation where appropriate. Generate and present clear, insightful reports on QA results, including defect density, test coverage, and overall data quality status, to relevant stakeholders, streamline and automate reporting processes for efficiency and scalability.

Data Quality Analyst II

Full-stack Engineer

• Define the DSL: Design and maintain the canonical syntax and semantics for workflows
• Schema authority: Own JSON Schemas and TypeScript types for validation, linting, and generation
• Programmatic CRUD: Design contracts for safe workflow creation via public and internal APIs
• Validation layer: Implement semantic validators (current POC in Zod; open to alternatives)
• Linting & codemods: Ship tools that enforce structure guardrails and auto-repair common errors
• Testing discipline: Establish unit, integration, and golden tests for workflow creation paths
• Static analysis: Add graph checks for loops, dangling nodes, and invalid edges
• Cross-team contracts: Define interfaces with Engine and Snapshot for schema exchange and validation
• Operational ownership: Monitor DSL validation services; ensure 99.9 % availability and low error rate

Lead Engineer – Workflow Builder DSL

Backend Engineer

• Database architecture: Redesign and optimize data models, queries, and indexing strategies across MongoDB, Firestore, and ElasticSearch
• Search at scale: Own ElasticSearch reliability — ingestion, indexing, shard strategy, and query performance for billions of documents
• Reliability & performance: Eliminate bottlenecks, improve replication health, and enforce predictable query and index latency
• System design: Define data flow and integration boundaries between storage, cache, and APIs with clear contracts and fault isolation
• Observability: Build visibility into every data path — metrics, traces, slow query logs, replication lag, and cluster health dashboards
• Testing & quality: Make testing non-negotiable — enforce unit, integration, and load testing standards across all backend modules
• Engineering culture: Drive RFCs, ADRs, and design reviews that push clarity and precision. Codify patterns that make good engineering repeatable
• Hands-on leadership: Write code, design systems, and debug production issues. Lead by technical example, not by delegation
• Mentorship & influence: Level up engineers around you — reviews that teach, feedback that sticks, and systems that outlive individuals