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Sr. Manager, Revenue Operations (Support)

GoHighLevel· Revenue Operations
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RemoteEmployee IndiaPosted 2mo ago

About the role

Senior leadership role designing and running Revenue Operations for Support, with a strategic, data-driven focus to connect support activities to revenue outcomes, optimize processes, and scale AI-driven automation across a multi-channel, global support organization.

Responsibilities

  • 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 — stress-test prioritization decisions with rigour and evidence
  • Design and own the analytical framework that connects Support activity and quality to downstream customer outcomes — retention rates, churn signals, and customer lifetime value
  • Quantify the business impact of Support at leadership level — translating operational metrics into revenue and retention outcomes
  • Build the early warning system that signals customer health issues emerging through support interactions
  • Identify recurring ticket patterns to surface product gaps and surface findings to Product and GTM leaders with clear business impact
  • Feed Support intelligence into the broader GTM customer lifecycle analytics layer, in partnership with GTM Strategy
  • Establish Support as a strategic contributor to retention decisions — not just an operational function
  • Own the KPI framework for the Support organization — CSAT, turnaround time, resolution quality, first contact resolution, escalation rates, and tier distribution
  • Build and maintain analytics infrastructure for leadership visibility into team and channel performance
  • Track performance across L1, L2, and L3 tiers and identify training or product gaps
  • Own channel performance analytics across chat, platform, and live Zoom channels and optimal channel mix
  • Build cost efficiency models — cost per resolution, cost by channel, cost by tier
  • Design and govern operating cadences — weekly business reviews, performance reviews, escalation governance
  • Own the RevOps operational layer for the Support AI bot — track deflection performance, impact on CSAT and resolution quality, identify gaps
  • Build measurement framework distinguishing AI deflection vs AI resolution
  • Work with AI/Innovation on continuous improvement priorities with operational findings
  • Identify automation opportunities within RevOps for Support and implement them
  • Partner with AI/Innovation on roadmap for Support AI expansion with operational requirements
  • Audit and redesign operational workflows across Support — routing, triage, escalation Define and govern handoff standards between Support tiers and GTM functions
  • Design process documentation standards and ensure version control
  • Lead change management for new processes and systems
  • Identify and eliminate operational redundancies
  • Ensure tools, data pipelines, and automation infrastructure scale for Support
  • Own data integrity for Support — clean metric definitions, tagging, and reporting pipelines
  • Define requirements for tooling investments (build vs buy)

Qualifications

  • 10+ years of professional trajectory within Revenue, Support, or Customer Success Operations
  • Tier-1 MBA or background in management consulting preferred
  • Proven architect who has designed and scaled support operations infrastructure in enterprise environments
  • Deep expertise linking service metrics to retention and revenue outcomes
  • Operational mastery of AI-driven automation workflows with focus on verified resolution
  • Experience in high-velocity SaaS environments and scalable architectures
  • Formal certifications are secondary to demonstrated impact and foresight

Skills

Required:Operational leadership

Benefits

  • Not specified in the description
Last updated Oct 21, 2026. Interested? Apply on the company site.

About GoHighLevel

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HighLevel is the all-in-one sales & marketing platform that agencies can white-label and resell to their clients!

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