The Associate Director of Product Strategy & Operations will lead initiatives to improve metrics like TTP, churn, and NPS by collaborating across product and operations teams to drive execution and measure outcomes.
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 2 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 15 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 domain names.
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
As of mid 2025, 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 each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
About the role
The Strategy & Operations (S&O) team sits at the intersection of product, data, go-to-market, and operations. We drive clarity on where to focus, how to execute, and how to measure impact. This role is embedded in S&O and partners closely with Platform & Core Product leadership to turn insights into action and action into measurable outcomes.We are looking for a Associate Director, Product Strategy & Growth (TTP, Churn & NPS) to collaborate and orchestrate HighLevel’s most critical experience and retention metrics across the platform:
- TTP (Trial to Paid ) – Time taken for trial users to become paid.
- Churn – logo, revenue, and cohort-level retention
- NPS/CSAT – sentiment, feedback loops, and closing the loop on insights
Key Responsibilities
- Collaborate with Leaders and Define Metrics, Frameworks & Targets : Support the definitions, measurement methodologies, and performance targets for TTP, churn, and NPS in partnership with Data and Product Analytics.Build and maintain the source-of-truth dashboards, cohort views, and experimentation guardrails that guide decision-making.
- Drive Cross-Functional Programs : Lead cross-functional initiatives across Product, Engineering, CS, Support, Marketing, and RevOps to improve activation, retention, and sentiment.Translate company priorities into structured programs with clear owners, timelines, and measurable outcomes.
- Global Collaboration with Product & Platform Leaders : Collaborate with Product leadership, offering data-backed recommendations on platform and core product investments.Support product teams in prioritisation, opportunity sizing, experiment design, and defining success metrics.
- Insights, Research & Competitive Intelligence : Develop a deep understanding of customer journeys, use cases, and JTBD (Job to be done) for agencies and SMBs.Conduct root-cause analysis on churn and NPS drivers by synthesising qualitative feedback and quantitative usage data.
- Planning & Governance : Contribute to quarterly and annual planning for TTP, Churn, and NPS programs aligned to company OKRs. Establish and run operational cadences (reviews, stand-ups, post-mortems) to maintain alignment and accountability & Present progress
Ideal Candidate Profile
- Individual Contributor with 8–12 years of total experience, with: Significant time in Product Strategy, Strategy & Operations, BizOps, Product Analytics, or Management Consulting for a high-growth B2B SaaS company.
- At least 3–5 years of experience working on cross-functional programs and mentoring team members.
- Prior experience working closely with Product Management and/or Customer Success on customer experience, adoption, or retention programs.
- Strong familiarity with product-led growth, B2B2SMB, or multi-tenant Global SaaS environments; exposure to CRM, marketing automation, or workflow platforms is a plus.
- Strong analytical and data-driven mindset, comfortable with funnels, cohorts, retention metrics, experimentation, and self-serve analysis (SQL/BI).
- Deep customer empathy with experience interpreting research, surveys, interviews, and support insights.
- Should be able to zoom out for long-term planning and zoom in to drive execution and process improvement.
- Excellent program management skills with the ability to structure ambiguity, align stakeholders, and deliver outcomes.
- Highly influential communicator who drives change without authority and presents effectively to senior leadership.
- Systems-oriented approach, building scalable frameworks, processes, and feedback loops adopted across teams.
Nice to Have
- Experience in contributing to onboarding, adoption, retention, or NPS programs in a SaaS context.
- Familiarity with modern data and tooling stacks (e.g., Amplitude, Mixpanel, Looker, Tableau, dbt, Snowflake, Gainsight, Pendo, etc.).
- Exposure to workflow builders, CRM platforms, marketing automation, or communications platforms.
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 record keeping, 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.
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Top Skills
Amplitude
Bi
Dbt
Gainsight
Looker
Mixpanel
Pendo
Snowflake
SQL
Tableau
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