Chief of Staff to the COO

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-DQcsm1j4gBlog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:We work at scale; our infrastructure handles  around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

Who You Are: We are seeking a strategic and operationally focused Chief of Staff to support our COO, in driving company-wide initiatives and scaling our global operations. This role will partner with Customer Success, Customer Support, DataOps, RevOps, Marketing, and Revenue teams to enhance our global footprint and operational efficiency. The Chief of Staff will be a strategic partner, overseeing key projects, and ensuring alignment across departments.

• Strategic Planning and Execution: Serve as a strategic advisor to the COO, providing insights and helping set priorities for global initiatives including Go-to-Market (GTM) Strategies. Lead special projects related to global churn initiatives, focusing on reducing churn through data analysis and cross-functional strategies. Coordinate with leadership to identify roadblocks and implement solutions that drive operational excellence.
• Customer Operations (Customer Success & Support): Partner with Customer Success and Support teams to scale headcount globally to align with business growth and customer demand. Partner with different stakeholders to understand team structures, career paths, and performance metrics to foster team growth and unity. Implement global strategies to unify customer operations and ensure consistent regional quality.
• Go-to-Market (Marketing and Revenue): Work closely with Marketing and Revenue teams to align operations with GTM strategies. Support the execution of marketing initiatives to drive brand visibility and revenue growth. Partner with the VP of Marketing and VP of Revenue to implement data-driven tactics, improving lead generation and customer conversion rates.
• DataOps/RevOps Partnership: Partner with Finance, DataOps and RevOps to create data-driven strategies, analyze key metrics, and drive initiatives that support revenue growth. Leverage data to identify areas of opportunity within customer operations and provide actionable insights.
• Reporting and OKRs Implementation: Establish and maintain regular reporting cadences, using Objectives and Key Results (OKRs) to track the progress of strategic initiatives. Work with the Business Operations team to streamline reporting processes, ensuring performance visibility across departments.
• Executive Reporting and Analysis: Act as the COO’s representative in key meetings, summarizing discussions and ensuring action items are executed. Prepare, synthesize and deliver reports to C-level leaders, highlighting key initiatives, insights, and strategic recommendations. Maintain a forward-looking perspective, anticipating operational needs and proposing proactive solutions.

• Additional Responsibilities: Confidential Advisor: Serves as a sounding board for the COO, providing a safe space for discussing sensitive matters and offering honest feedback. Cross-functional coordination: Act as a liaison between departments, ensuring information flows smoothly and initiatives are aligned with company objectives. Efficiency Improvements: Identify inefficiencies in customer operations and implement process improvements to optimize performance and scalability. Operational Alignment: Work closely with global teams to unify practices, ensuring consistent execution of company-wide strategies.

• 12+ years of experience in management consulting, sales operations, business strategy, operations, or customer-focused roles, ideally in a fast-paced, global environment.
• Strong analytical skills with the ability to interpret data and translate it into actionable insights.
• Excellent project management abilities, capable of driving initiatives from concept to completion.
• Outstanding communication skills for executive reporting and cross-functional collaboration.
• A proactive, solution-oriented mindset with the ability to anticipate and address operational challenges.

EEO Statement:At HighLevel, we value diversity. In fact, we understand it makes our organization 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 awesome service to our clients and learning from one another along the way!