Product Operations Specialist

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 480,000 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) Why Join HighLevel? - Collaborative Culture: A passionate and driven team. - Ownership and Responsibility: It’s never somebody else’s job. - User-Centric: Focused on adding value for our users. - Agility: Fast delivery using lean principles, going to market in weeks instead of quarters. - Innovation: Good ideas always get tested. - Team Care: We take care of our team so they can take care of our users. - Continuous Improvement: Embracing constant and iterative improvement. - Learning Opportunity: Learn how to scale a B2B SaaS startup and build impactful products. About the Team: Currently, Our Messaging product serves over 52 million monthly messages actively used by around 350K customers. 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, collaborate with other technical teams, product, support and customer success and drive certain product metrics/KPIs. About the Role HighLevel Inc. is looking for a dedicated and detail-oriented Product Operations Specialist/Manager to join our dynamic product management team. The ideal candidate will be responsible for streamlining and optimizing the product development process, ensuring cross-functional alignment, and supporting the product team in delivering high-quality products. This role requires a strategic thinker with strong analytical skills and the ability to manage multiple projects simultaneously. Type: Full Time (Remote in India) Responsibilities

• Data analysis and reporting:
• Monitor and analyze key performance indicators (KPIs) to generate actionable insights for product improvement
• Create and maintain dashboards and reports to provide visibility into product performance for stakeholders
• Process optimization and automation:
• Identify and implement improvements to streamline product development and operational processes
• Develop and deploy automation tools to reduce manual efforts and enhance efficiency
• Project management and coordination:
• Develop detailed project plans, including timelines and resource allocation, to ensure successful product development and launch
• Coordinate cross-functional teams to ensure alignment and timely project execution
• Stakeholder communication and collaboration:
• Facilitate clear communication between product teams and stakeholders regarding project status and expectations
• Build strong relationships with internal and external stakeholders to foster a collaborative working environment
• Managing recurring meetings, training and note-taking for building past to present reporting
• Have a Knowledge Transfer cadence with Support and Success teams, to keep them up to date on different initiatives and roadmap planned in specific products
• Product launch planning and execution:
• Develop comprehensive product launch plans, including go-to-market strategies and timelines
• Oversee execution of product launches, coordinating efforts across teams and conducting post-launch analysis
• Setting up Webinars, Beta Testing and User Research Interviews/Surveys and analysing the feedback to find patterns or new growth opportunities
• Creating detailed support articles to reduce product tickets and enable our customers to work in autonomous mode
  
  
  

You should have;

• 2+ years in Product Ops, Operations, Data roles or related fields
• Experience working with cross-functional teams (e.g., Engineering, Design, Product Management)
• Data analysis and visualization experience (e.g., MongoDB, Excel, Tableau)
• Experience with any one of SQL, python (libraries like numpy, panda) or R language is an added advantage
• Experience with project management tools (e.g., ClickUp, Freshdesk)
• Familiarity with product development methodologies (e.g., Agile)
• Experience with automation tools is a plus(e.g., Zapier, Automator)
• Ability to work with stakeholders to assess potential risks
• Ability to analyze existing tools and databases and provide software solution recommendations
• Ability to translate business requirements into non-technical lay terms
• Ability to read APIs
  
  
  

Preferred Soft Skills

• Strong problem-solving skills and analytical mindset
• Ability to prioritize and manage multiple projects
• Excellent communication and interpersonal skills
• Adaptability and flexibility in a fast-paced environment
• Excellent communication and collaboration 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.