Position: Lead Business Process Analyst

Reports To: Director, Rev Ops

Location: India

Shift timings: 2PM -11 PM IST

About Us

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 1 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Learn more about us on our YouTube Channel or Blog Posts

Who You Are:

We're looking for a Lead Business Process Analyst to join our Revenue Operations team and take ownership of how customer-facing processes are defined, documented, governed, and improved across HighLevel. This role will operate at a strategic levelowning end-to-end process architecture across the customer lifecycle while partnering closely with functional leaders, business analysts, and systems teams.

You'll lead the effort to ensure our business process documentation is accurate, scalable, and treated as living artifacts that evolve as our teams, systems, and strategies change. This role will span Trial Experience, Customer Success, Support, and Revenue Growth teams, including Affiliates, Account Management, and Retention.

What You'll Be Doing:

Own End-to-End Process Architecture

Serve as the primary owner of customer-facing process architecture across the full lifecycle.
Define standards, frameworks, and best practices for how business processes are documented and maintained.
Ensure process maps, SOPs, and workflows are continuously updated and reflect how the business actually operates.
Maintain a centralized, trusted source of truth for Revenue Operations process documentation.

Lead Process Analysis and Improvement

Proactively identify systemic gaps, inefficiencies, and breakdowns across cross-functional workflows.
Analyze complex handoffs between teams, roles, and systems to surface root causes.
Partner with functional business analysts to validate findings and align on recommendations.
Translate insights into prioritized, actionable process improvement initiatives aligned to company goals.
Lead continuous improvement efforts, engaging with various systems, data, and business resources to take process gap issues and - - resolve them.

Strategic Cross-Functional Partnership

Act as a senior thought partner to leaders across Revenue Operations, Trial Experience, Customer Success, Support, Affiliates, Account Management, Retention, and Systems teams.
Facilitate executive- and leadership-level process reviews and working sessions.
Drive alignment on standard operating models across teams.
Influence change without direct authority through strong relationships and credibility.

Process Governance & Change Enablement

Establish and enforce governance models for process ownership, change management, and documentation updates.
Ensure process changes are reflected quickly and accurately in documentation and workflows.
Partner with systems, automation, and BI teams to ensure tooling and reporting align with defined processes.
Help teams operationalize new or updated processes through clear documentation and enablement.

Technical Leadership & Mentorship

Provide guidance, review, and mentorship to business process analysts or adjacent roles where applicable.
Raise the overall bar for process thinking, documentation quality, and operational rigor within Revenue Operations.

Additional Responsibilities

Translate complex processes into clear business requirements and decision frameworks.
Partner with BI and RevOps leadership to define and track process health metrics and KPIs.
Identify opportunities for standardization, automation, and scalability across customer-facing workflows.
Support auditability, operational consistency, and long-term scalability.

What You'll Bring:

710 years of experience in Business Process Analysis, Operations, or Process Improvement roles.
Proven experience owning and scaling complex, cross-functional process ecosystems.
Strong track record of influencing senior stakeholders and driving change in high-growth environments.
Deep experience working with customer-facing teams (CS, Support, Revenue, or RevOps).
Exceptional process mapping, documentation, and facilitation skills.
Excellent written and verbal communication skills.

Experience/Education/Certifications Required:

Experience in SaaS or high-growth technology companies.
Strong familiarity with Revenue Operations and the end-to-end customer lifecycle.
Experience partnering closely with systems, automation, and BI teams.
Proficiency with process documentation and visualization tools (Lucid, Miro, Visio, Confluence, etc.).

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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