HighLevel

Lead and develop Trial Experience Managers while improving customer satisfaction and trial-to-paid conversion through scalable processes, data insights, and automation. | Requires 10+ years leading customer-facing teams in a SaaS or Product-Led Growth environment, with strategic leadership, performance management, technical aptitude, and a bachelor's degree preferred. | 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 Position: Sr. Manager, Trial Experience Level: M4 Exempt/Non-Exempt: Exempt Location: USA(Remote) Reports To: Director, Trial Experience Shift: Sat-Wed, 8am - 4pm CST Hours Who We Are: HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home. Our Website - https://www.gohighlevel.com/ YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/ Who You Are: As the Senior Manager of the Trial Experience Team, you will collaborate with customer-facing teams and managers to create win-win scenarios for stakeholders. You will lead, develop, and grow your team, bringing strategic thinking and organization to the role. You will monitor and drive your team’s KPIs, thriving in a high-accountability environment and leveraging your senior-level expertise in managing individuals and teams. As a strategic leader, you will develop scalable business processes and empower a team dedicated to guiding prospective customers toward their goals with the HighLevel platform. You will ensure exceptional engagement from the start of trials and foster a results-oriented, collaborative environment. By building a team of subject matter experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies. What You’ll Be Doing: Supervise a team of Trial Experience Managers focused on solving customer issues and achieving high levels of customer satisfaction. Support the organizational goals and participate in business planning activities such as staffing, goal setting, and resource planning. Lead and ensure your managers and teams 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. Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement. In partnership with the Director, Trial Experience, design and recommend sales targets & KPIs to optimize trial to paid efforts, and establish short & long term strategies. Measure and provide detailed analysis on success against team’s growth KPIs and metrics. 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. Support manager in crafting and delivering warnings and corrective action plans, as needed. Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience. Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes. Manage projects involving complex work streams and cross-functional collaboration - Communicate and collaborate with internal departments to create and confirm efficient workflows and relationships. 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. Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations. Own the identification and implementation of automation and AI-driven solutions to improve team productivity, streamline workflows, and enhance the trial experience. Establish scalable operating practices, standardize processes, and drive continuous improvement to support business growth and operational efficiency. Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers, or from other HighLevel functions. Other duties may be assigned and/or modified as business needs change. What You’ll Bring: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Experience/Education/Certifications Required: Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred 10+ years of progressive experience leading fast-paced, results driven, customer-facing teams for a SaaS or Product-Led Growth startup company preferred 5+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you A strong technical aptitude to help our users succeed with the HighLevel software Strong collaboration, time-management and prioritization skills are critical to the success of this role The ability to build and maintain strong relationships internally with senior leadership, teams and customers Strong experience using data/analytics tools to solve problems, measure the impact of your work, develop new projects and drive demonstrable customer and team success Ability to collaborate and influence cross-functional teams and champion new concepts and ideas Demonstrated approach and delivery to problem solving and conflict management Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results Demonstrated experience to learn quickly and apply new technologies to solve problems and bring these lessons to a team of direct reports Ability to develop and maintain deep knowledge of customers, data, business, and markets Demonstrated ability to communicate well with colleagues, subordinates, and customers, both written and oral Experience working with and or ability to learn the use of various CRM Systems Working knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO Working Knowledge of the following applications: Google Suite, Zoom, Facebook, Instagram, Slack, Linkedin and other social media Competencies: To perform the job successfully, an individual should demonstrate the following competencies: CUSTOMER OBSESSION Dedicated to ensuring team members act with customers in mind Empowers team members to utilize customer insights to drive & guide improvements for our product and services Strives to build a customer-focused culture by consistently ensuring customer expectations are met or exceeded Ensure your teams' customer commitments are met or exceeded Serves as a strategic partner to build, grow, and maintain long lasting customer relationships DRIVE FOR RESULTS Drives self and team towards action oriented results Embraces and demonstrates inspirational leadership during times of ambiguity or change Seizes opportunities and is not fearful of acting quickly to address problems and challenges Coaches and motivates their teams to attain company KPI's GOOD TO GREAT TEAMS Encourages the team to have learning opportunities to develop their skills Empowers the team to improve efficiencies as it relates to products, services and process improvements Fosters an environment of innovation and improvement Challenges the team to ideate on ways to "make the boat goes faster" DO WHAT IS RIGHT Models high standards of honesty and integrity Takes ownership for all decisions regardless of the outcome Acts with the customer, team and company in mind Follows through on commitments and makes sure others do the same DEVELOPING TEAMS Effectively develops, coaches and motivates their team members Creates a culture of appreciation by sharing wins and successes Ensure individual strengths and expertise are recognised and valued within the team Creates a climate in which people want to do their best by encouraging participation, input and driving the team towards solutions Focused on ensuring team goals are met or exceeded by empowering direct reports and holding them accountable for their KPI's Identify, develop, nurture and grow talent within the team \n \n The base salary range for this position is $90000- $115000 annually EEO Statement: The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. We encourage you to review our Privacy Policy before submitting your application. #LI-Remote #LI-SV1

Own U.S. benefits administration and employee support, manage vendors and process quality, and help evolve global benefits strategy and employee programs. | Requires 8+ years of U.S. benefits operations experience and deep expertise in health and welfare benefits, ERISA, ACA, COBRA, Section 125, HSA/FSA, and 401(k) administration. | Reports To: Chief of Staff, CPO’s Office Location: USA (Remote) 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 About the Role We’re looking for a Benefits Operations Manager to own the delivery, optimization, and continued evolution of HighLevel’s benefits programs. Reporting to the Chief of Staff in the CPO’s Office, you’ll serve as the senior individual contributor responsible for ensuring our benefits experience is accurate, scalable, employee-centered, and operationally strong. This role goes beyond administration. You’ll own day-to-day US benefits operations while helping shape our global benefits philosophy, strengthening vendor performance, improving service delivery, and building the processes, education, and infrastructure that make benefits easier for employees to understand and use. The ideal candidate combines deep benefits expertise with strong operational judgment, a customer-first mindset, and a continuous improvement orientation. You know how to move between strategy and execution, translate complex benefits topics into clear guidance, and build systems that can scale with a fast-growing, globally distributed company. What You’ll Do Foundational Program Execution: Own the full day-to-day administration of US health benefits including medical, dental, vision, life, FSA/HSA, 401(k), EAP, enrollments, qualified life events, terminations, COBRA, eligibility changes, and employee escalations. Employee Benefits Support & Ticket Management: Own benefits ticket intake, resolution, escalation, and trend analysis to improve service and reduce repeat issues. Vendor & Carrier Management: Own relationships with brokers, carriers, administrators, and benefits vendors, including performance, service levels, escalations, and ongoing improvement. Global Benefits Strategy: Partner with the Chief of Staff to develop and evolve HighLevel’s global benefits philosophy, evaluating programs across countries and employee populations for competitiveness, consistency, cost, and employee experience. Global Benefits Education & Enablement: Lead a year-round global benefits education program that helps employees understand and use their benefits effectively. Well-Being & Perks Optimization: Build, launch, and manage employee perks and well-being programs aligned with HighLevel’s overall benefits philosophy. Design for Employee Experience: Design benefits programs, communications, and service experiences that are intuitive, accessible, and easy for employees and managers to navigate. Quality & Process Rigor: Maintain clear benefits documentation, controls, ownership, and source-of-truth records so processes are accurate, repeatable, auditable, and easy to operate. Continuous Improvement & Program Optimization: Continuously improve the overall benefits program, vendors, processes, systems, and employee experience using data, feedback, and performance trends. Executive & Employee Communication: Translate complex benefits topics into clear recommendations for leaders and simple, human-centered guidance for employees. What You’ll Bring 8+ Years of Benefits Experience: Progressive experience in US benefits administration and operations, including ownership of complex programs, renewals, vendor relationships, and employee escalations. Deep Benefits Expertise: Strong knowledge of US health and welfare benefits, ERISA, ACA, COBRA, Section 125, HSA/FSA administration, and 401(k) operations. Strategic & Operational Judgment: Proven ability to evaluate complex issues, identify root causes, weigh tradeoffs, and make practical recommendations that balance employee experience, cost, risk, and scalability. Vendor & Stakeholder Leadership: Strong experience managing brokers, carriers, and benefits vendors while partnering effectively with Finance, Payroll, Legal, People Operations, and People Technology. Systems & Process Mindset: Experience improving benefits processes, controls, integrations, and service models rather than relying on manual workarounds. Builder Mindset: You’re energized by fixing what’s broken, building processes and infrastructure from the ground up, and leaving programs stronger, clearer, and more scalable than you found them. Fast Learner & Collaborative Operator: You absorb context quickly, ask thoughtful questions, and can begin contributing from day one while building strong partnerships across internal teams and external vendors. Analytical Capability: Strong spreadsheet and data-analysis skills with the ability to interpret cost, utilization, enrollment accuracy, invoice variance, ticket trends, and vendor performance. Employee-Centered Communication: Ability to translate complex benefits information into clear, practical guidance for employees and concise recommendations for leaders. Continuous Improvement Orientation: A track record of using data, feedback, and operational trends to improve programs, vendors, processes, and employee experience over time. High EQ & Discretion: Exceptional judgment and confidentiality when handling sensitive benefits, health, and employee information. Comfort in Ambiguity: Ability to operate independently in a fast-moving, globally distributed environment and create structure where processes are still evolving. Why This Role Matters Benefits are one of the most visible ways employees experience HighLevel, and when the underlying systems are inconsistent, manual, or hard to navigate, employees feel it immediately. This role is responsible for building a benefits experience that is reliable, scalable, and easy to use. By strengthening operations, improving vendor performance, simplifying processes, expanding education, and continuously improving the program, you’ll help ensure employees can access and understand their benefits with confidence. You’ll also help shape how HighLevel thinks about benefits globally, balancing employee needs, business priorities, cost, and long-term scalability. The impact is both practical and strategic: fewer breakdowns, better service, stronger programs, and a benefits foundation that can grow with the company. The salary range for this position is $105000 - $132000 annually. #LI-Remote #LI-TA1 \n \n EEO Statement: The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. We encourage you to review our Privacy Policy before submitting your application

Lead UX research strategy and a senior team while conducting high-stakes studies that guide product and company strategy. | Requires 12+ years of research experience, 5+ years leading teams, strong B2B SaaS experience, and expertise in qualitative and quantitative methods. | 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 About the Role We are seeking a Director, UX Research (M5) who can make deep customer understanding a driving force in HighLevel's product and company strategy. You have spent 12+ years conducting and leading research for complex digital products, including 5+ years leading researchers or research programs, and are ready to set the research direction for a broad platform used by agencies, entrepreneurs and SMBs around the world. This role reports to the Vice President of Product Design and is a member of Design Leadership. You will lead a small, senior research team of one or two researchers and remain a hands-on practitioner who personally leads the company's highest-stakes studies. We expect candidates at this level to demonstrate exceptional research craft, strategic judgment, cross-functional influence and executive communication. You should be comfortable framing ambiguous business questions, choosing the right level of evidence for each decision and turning complex findings into clear direction for senior leaders. Experience researching AI-powered, automation-heavy, CRM, marketing technology, platform or SMB software experiences is highly valuable. Experience using AI-powered tools for synthesis, analysis, documentation or workflow acceleration is expected. What You'll Do Align Product, Design, Engineering, Data and Product Marketing leaders on a shared research agenda so teams invest in the highest-impact questions instead of running competing studies Connect customer evidence across research, product analytics, Product Marketing and customer-facing teams into one shared view of customer needs and opportunities Lead foundational research, including segmentation, jobs-to-be-done, customer journeys and agency and SMB operating models, that informs company and portfolio strategy Build and run Voice of the Customer programs that synthesize NPS, CSAT, support themes, sales feedback, customer councils and behavioral data into recurring, decision-ready insight Personally lead high-stakes, mixed-methods studies from problem framing through synthesis, recommendation and follow-through Scale research across teams by training designers and product managers, providing guardrails, templates and study reviews, and keeping democratized research rigorous Coach and develop the researchers on your team, setting clear expectations for craft, influence and impact Keep HighLevel executives informed through regular, concise readouts on customer insight, emerging risks and opportunities Track insights through to roadmap decisions and shipped changes, and report the impact research has on product and business outcomes Use AI-powered tools thoughtfully to accelerate synthesis and analysis while protecting research quality, privacy and customer trust Collaborate effectively across US and India time zones in a 100% remote environment Build and scale a high-performing UX Research team, owning talent capability, leadership pipeline, team structure, performance and career development standards, and resource allocation to meet evolving product and business priorities What We Are Looking For 12+ years of relevant UX research, product research or mixed-methods research experience, including 5+ years leading researchers or research programs Proven experience leading research in complex B2B SaaS, platform or multi-product environments A strong body of work that demonstrates research strategy, methodological judgment, clear synthesis and measurable influence on product and business outcomes Expert command of qualitative and quantitative methods, including interviews, field research, usability testing, survey design, segmentation, concept testing and longitudinal research Demonstrated experience leading foundational research that changed product roadmaps or company strategy, not only feature-level decisions Experience building Voice of the Customer programs and enabling non-researchers to conduct sound research through training, standards and review Strong understanding of research design, sampling, statistical concepts and the tradeoffs behind different levels of research confidence Proven ability to align Product, Design, Engineering, Data, Product Marketing and executive leaders around shared customer evidence Excellent executive communication, with experience briefing senior executives clearly and concisely Fluency with modern research tools such as UserTesting, Dovetail or similar platforms, along with AI-assisted analysis and synthesis workflows How You Work You bring rigor to ambiguity without slowing teams down unnecessarily You know when more research is needed and when the team has enough evidence to move forward You create outsized impact from a small team by choosing the right problems and multiplying the research capability of others You move comfortably between company strategy, customer insight, business outcomes and hands-on research execution You build trust through warmth, candor, accountability, direct feedback and respect for your teammates as people You enjoy collaborating across time zones and cultural contexts, including with US- and India-based teammates You communicate in ways that help distributed teams work with clarity, care, trust and momentum You advocate for accessibility, inclusion, ethical research and AI experiences that remain aligned with customer goals \n \n $200,000 - $250,000 a year \n Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.